? Answer all incoming calls promptly, professionally, and in a courteous manner -- with no missed calls.
? Direct calls to the appropriate team member or handle client inquiries within scope.
? Provide policyholders with updates on billing, payments, ID cards, and documentation requests.
? Document all client interactions in the agency management system (AMS/CRM).
Retention & Cancellation Saves
? Handle client cancellation requests with empathy and professionalism.
? Proactively address concerns by offering solutions such as policy reviews, discounts, or alternative coverage options.
? Highlight the value of staying with our agency (personalized service, bundled savings, local support, etc.).
? Escalate cancellations that cannot be retained to management, with detailed notes.
? Track and report cancellation save attempts and outcomes weekly.
Outbound Service Calls
? Make a minimum of 100 outbound calls per day for service-related tasks.
? Contact clients regarding billing, missing documents, payments, ID cards, and Evidence of Insurance (EOI).
? Ensure all calls are logged and outcomes are tracked (completed, voicemail, follow-up required).
? Use call scripts and talking points provided by the agency to ensure consistency and compliance.
Pre-Bind Processing
? Review new applications for accuracy and completeness before binding.
? Verify required documents such as driver's licenses, declarations, prior insurance, and payment authorizations.
? Ensure underwriting requirements are met prior to submission.
? Communicate with clients regarding any missing information needed before binding coverage.
Post-Bind Processing (Missing Documents)
? Follow up with clients immediately after binding to collect outstanding documents (e.g.,signatures, inspections, proof of home updates, photos, etc.).
? Maintain a log of missing post-bind requirements and track deadlines.
? Send reminders via phone, email, and text until all documents are received.
? Upload and file completed documents into the agency management system.
? Communicate with carriers regarding outstanding underwriting requirements
Policy Servicing & Processing
? Quote summary and proposal preparation.
? Policy checking and servicing to confirm accuracy.
? Policy setup for new and existing clients.
? Renewals processing & managing renewal lists.
Certificates, Documents & Compliance
? Prepare and issue Certificates of Insurance (COI).
? Document indexing, filing, and maintaining accurate digital records.
? Loss run processing and follow-up with carriers.
? Ensure compliance with agency and carrier documentation standards.
Billing & Accounts Receivable
? Contact clients regarding overdue or upcoming payments.
? Explain payment options and assist clients in completing transactions.
? Monitor billing reports and follow up with clients to prevent policy cancellations.
? Escalate unresolved billing issues to the agency manager or designated staff.
Administrative Support & Data Entry
? Maintain accurate notes and task updates in the client management system.
? Send reminder emails/texts to clients for payments or missing documents.
? Data entry for applications, policy changes, and other service requests.
? Assist the agency team with other administrative tasks as assigned.
? Participate in weekly check-ins with management to review progress and priorities
Job Type: Full-time
Experience:
Back office: 2 years (Preferred)
Insurance verification: 2 years (Preferred)
Shift availability:
Night Shift (Preferred)
Work Location: In person
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