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Insurance Customer Support Specialist

2 months ago

Denton, North Carolina, United States Breeden Insurance Services, Inc. Full time
Job Overview
Benefits:
  • 401(k) matching
  • Health insurance
  • Paid time off
  • Training & development
Position Summary: The role involves assisting clients with inquiries, claims, and managing existing policies. Collaborates with the Personal Lines Account Manager to deliver exceptional customer service for both new and existing clientele.

Key Responsibilities:
  • Responds to phone inquiries promptly and professionally; ensures return calls are made within one business day.
  • Processes endorsement changes to policies received directly from clients and the front desk; records all modifications accurately in the agency management system.
  • Handles daily processing of insurance documentation (DL123, FS1s, inspection letters, physical damage replacement quotes, ID cards).
  • Accepts and processes incoming payments efficiently.
  • Collects necessary information and risk management recommendations; completes renewal applications for designated accounts within the required timeframe.
  • Responds to requests for information from clients and insurance carriers.
Additional Responsibilities:
Reports loss information to the relevant insurance carrier on the same day it is received; forwards legal documents to the appropriate personnel within the organization; assists in resolving claims issues.
Records information, obtains quotes, selects carriers, and writes new business in the absence of the Personal Lines Manager.
Consults with management to evaluate the possibility of writing non-standard policies within the standard program.
Delivers renewals and/or binders for designated accounts within five days of receipt.
Balances and prepares check listings for bank deposits (if part of the balancing team).
Issues policies for both new and renewal clients.
Barcodes and scans personal lines documentation.
Processes daily incoming correspondence.
Refers and cross-sells to clients while maintaining existing relationships and addressing customer complaints or concerns.
Actively seeks opportunities to increase coverage limits or enhance accounts through sales during every service interaction.
Documents all communications with insured parties and carriers regarding exposures and coverage.
Utilizes Epic to log emails and other communications.
Checks voicemail and returns all calls within the same business day.
Reviews pending tasks and open activities.
Sets up new clients in the Epic system.
Keeps up-to-date with all company procedural changes.
Maintains a comprehensive understanding of all rating products and assists the Account Manager as needed.
Supports the morning opening and evening closing of the office.
Processes assigned paperwork on the same day it is requested.
Performs other duties as assigned.

Experience Requirements: A minimum of one year of experience in a fast-paced, customer-focused insurance environment.

Educational Background: High School Diploma or GED.

Skills and Qualifications:
Property and Casualty Insurance License is required.
Proficient in computer applications, including Microsoft Office.
Strong interpersonal and creative problem-solving abilities.
Self-motivated with good verbal and written communication skills.
Experience with the Applied Epic system is preferred.
Current insurance designations are a plus.

Physical Requirements and Work Environment:
The physical demands described here are representative of those that must be met to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While executing the responsibilities of this position, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard. Specific vision abilities required include close vision due to computer work. Light to moderate lifting may be necessary. Regular, predictable attendance is essential. The work environment may include moderate noise typical of a business office setting. The ability to work in a confined area and to sit at a desk for extended periods is required.