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Insurance Customer Support Specialist

2 months ago

Louisville, Kentucky, United States Big I Kentucky Corporate Full time
Job Overview

Compensation and Benefits:

  • Attractive salary package
  • Comprehensive dental coverage
  • Health insurance options
  • Generous paid leave
  • Opportunities for training and career advancement

The Insurance Customer Support Specialist plays a crucial role in fostering strong client relationships by addressing inquiries and resolving issues with efficiency and professionalism. This position involves daily engagement with clients, insurance providers, and colleagues while executing specific service and marketing tasks.


Key Benefits:

  • Competitive compensation
  • Opportunities for professional growth
  • Job security in a thriving sector

Primary Responsibilities:

  • Assist current clients with policy updates, quotes, payment processing, inquiries, and documentation requests.
  • Handle incoming calls and correspondence related to new or existing insurance policies and manage all claims, including after-hours claims.
  • Engage with new clients or support a producer to identify their needs, gather essential information, research policy alternatives, present options, finalize and secure new coverage, cancel outdated policies, and negotiate with carriers as necessary.
  • Schedule appointments or client discussions to review existing policies, assess liability limits and exposures, explore additional coverage needs, evaluate replacement costs, round out accounts, and finalize renewals.
  • Communicate with clients to provide detailed information about products and services, quote new business, process renewals or cancellations, accept payments, and supply requested documentation.
  • Resolve product or service concerns by clarifying the client's issue, identifying the root cause, selecting and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution.
  • Review audits or policies for accuracy and facilitate necessary corrections between the client and the insurance carrier.
  • Maintain comprehensive records of client interactions and transactions, documenting inquiries, comments, and actions taken in the agency management system.
  • Collaborate with team members, mentor junior staff, provide expertise, answer questions, and participate in both formal and informal meetings as required.

Qualifications:

  • Strong understanding of insurance products, rating and underwriting procedures, coverage options, and industry operations to effectively manage and serve assigned clients and prospects.
  • Exemplary customer service skills and a professional phone demeanor; strong written and verbal communication abilities, along with excellent mathematical and reading skills for calculations.
  • Exhibit a sense of urgency, attention to detail, organizational skills, multitasking capabilities, and the ability to manage challenging situations with clients and resolve complex issues independently.
  • Possess excellent time management skills with a focus on personal accountability, as well as proficiency in technology and computer systems, including agency management software, rating tools, and carrier website navigation.