Serves as first level of contact for agent inquiries, contract questions, pricing questions, system training needs, and post bind service requests within designated authority.Researches and gathers appropriate information and responds to those inquiries within established Service Level Agreements (SLA’s). Communicates directly with agents both verbally (phone) and/or in writing (email) as required.When outside of designated authority or expertise, forwards to respective business team with supporting research and documentation. When within designated authority; evaluates, accepts, rejects, or modifies risks within established underwriting guidelines, authority, and compliance regulations. Complies with corporate standards, procedures, business strategies and rating plans. Assumes ownership of agent inquiries through to resolution, including those inquiries that are handled in areas outside of Digital Concierge to ensure agent receives a response and is satisfied.Ability to sell and negotiate to achieve profitability for the Company.  Assists with all transaction types including, but not limited to: new business, renewals, endorsements, referrals, BORs, rewrites, and cancellations as assigned.Utilizes Small Commercial Inventory Management systems, MS Dynamics, and UW Services mailboxes, along with additional technologies, to manage daily workload to meet Service Level Agreements with underwriters and agents. Builds and maintains a result–oriented relationship with the agents and underwriters to drive overall results including profitability, growth, and retention.
 

Knowledge and understanding of Commercial Property and Casualty insurance principles and practices.

Strong Interpersonal skills—ability to establish trust and effective working relationships with others—both external and internal customers in a multi-cultural environment.

Strong Communication Skills, including the ability to provide phone support to our agents. Must be able to listen effectively, confidently and diplomatically express decisions and outcomes, provide agent training when needed, and present effective written communication to varied audiences.

Self-motivated; must be able to work independently and within a team/group environment and make logical decisions.

Demonstrates initiative as evidenced by ability to organize and prioritize work. 

Exceptional understanding of principles and processes for providing excellent customer service. This includes meeting established time and quality standards ensuring customer satisfaction 

Proven analytical skills including the ability to identify and report problems or errors while working with significant amounts of detailed information.

Outstanding attention to detail and organizational skills. 

Ability to use company’s commercial rating and policy issuance systems and software programs (MS Word, Excel, Outlook, and Dynamics) needed to conduct daily business. 

Strong Knowledge of Duck Creek, Marketplace, and Small Commercial Inventory Management systems a plus.

 

Education and Experience 

High School Diploma College Credits or Insurance Certifications, preferred