SUMMARY:
The Client Information Guide is responsible for client contact (incoming and outgoing), from assigned direct contact campaigns, determining business and coverage needs, and assigning the lead to the appropriate carrier/brokerage.
ESSENTIAL FUNCTIONS:
Receive incoming client calls, from assigned campaigns, asking probative underwriting questions and identifying, based on appetite and/or client direct contact, to which carrier/brokerage the lead should be assigned
Enter the client lead information provided into Ask Kodiak, as needed, to determine to which carrier/brokerage the call will be transferred
Utilize the Salesforce system to receive tasks including, but not limited to, phone calls, text messages, and email communications, completing them both accurately, and timely
Schedule follow-up appointments with business owners/clients, as needed, to perform the underwriting triage at the time that works the best time for them
Utilizing the GURU application, ensure the correct phone scripts are followed on all phone calls and messages
Use in-office collaboration software (Slack/Teams) to consistently communicate with team and managers throughout the day
Provide excellent customer service, maintaining established key performance indicators related to transfer rate, time active, attendance, leads worked, and call quality scores
Perform all actions relating to prospects, customers, colleagues, and carriers in a manner that will avoid issues involving potential errors and omissions
Participate in seminars and other training, as required, to continue growth and development
ADDITIONAL RESPONSIBILITIES:
This job description is intended to describe the level of work required of the person performing the position.
Essential functions are outlined; however, other duties may be assigned, as needs arise, or as required to support the essential functions.
Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.
KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to effectively manage a high volume of incoming and outgoing client calls
Ability to work and multi-task within a fast-paced, changing priority environment
Intermediate PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.
)
Self-motivated, with the initiative to prioritize and be self-directed
Regular and punctual attendance is required
Ability to communicate effectively, both verbally, and in writing
Excellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels
Ability to promote, and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency
Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality
QUALIFICATIONS:
A high school diploma or equivalent is preferred
Previous insurance or call center experience preferred
Current state-issued property and casualty insurance license, or the ability to quickly obtain, preferred
WORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:
Fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities
Ability to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently
Ability to lift up to 20 pounds occasionally
Requires operation of a computer workstation, including keyboard and video display
All requirements may be modified to reasonably accommodate physical or mental impairment
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