Insurance Solutions Specialist

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.

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Job Title: Insurance Solutions Specialist
Location: Worcester, MA or Howell, MI
Duration: 4-6 Months
Job Type: Temporary Assignment
Work Type: Hybrid
Shift Timings: Monday through Friday (7:00 AM to 9:30 PM Eastern time) and a rotating Saturday (9:00 AM to 5:00 PM)

Job Summary:

• An Insurance Solutions Specialist is responsible for providing exceptional insurance services to policyholders, agents, and other stakeholders via inbound/outbound phone calls, emails, fax and/or other communication channels.
• The successful employee in this role has the ability to take a consultative approach listening to clients needs, understanding their unique situations, and tailoring insurance solutions accordingly.
• They build relationships based on trust, ensuring clients receive the right coverage for their unique needs.
• They proactively look for opportunities to increase the value proposition of the CSC and independently seek out opportunities to meet the needs of the policyholder.

What You'll Be Doing:

• Through a comprehensive account review process, be able to effectively and accurately explain those products and coverages to policyholders and answer any questions.
• Successfully offer products and coverages to meet policyholder needs.
• Process transactions and have consultative conversations to respond to policyholders stated needs, identify unstated needs and take appropriate action to ensure a well-rounded account.
• Accurately relay information and make decisions using established underwriting guidelines, procedures, and philosophy for states in which we are licensed to do business.
• Must use established guidelines and techniques such as timeliness, quality, and effectiveness to respond to all inquiries.
• Recommend and/or sell additional or increased coverage in appropriate situations and within specified carrier guidelines.
• Provide insurance quotes to policyholders as required.
• Review incoming correspondence, request additional details when needed and draft written communications in response to service requests received from policyholders and agents within current service level guidelines.
• Independently interpret and verify coverages and data.
• Documents each interaction and enters information into multiple systems with accuracy and concision.
• Adherence to Workforce Management is required.
• Up to ninety percent (90%) of the role is time spent on the phone.
• Compliance with state and federal regulations and trustworthiness are paramount.
• Utilizes appropriate resources and training materials.
• Serves as a resource to peers.
• Participates in relevant meetings, training and project work as assigned.
• May perform other duties as required.

Key Measures of Success (Should Align With Goals):

• Efficiency Performance Metrics Including, But Not Limited To:
  • Average handle time.
  • Schedule adherence & availability.
  • Production targets.
• Customer Service and Quality Targets (Measured Individually or at Group Level) Including, But Not Limited To
  • Service feedback and survey responses.
  • Call listening feedback and quality scores.
  • Eliminating need for caller to call back.
  • Improving policyholder retention.

What You Need to Have:

• Essential Skills & Experience:
  • Typically, has at least 2-4 years of experience in either an agency or working for a carrier.
  • Prior call center/contact center experience strongly preferred.
  • Must have or secure and maintain appropriate state license(s) and continuing education credits.
  • Possesses strong customer service and sales skills and behaviors.
  • Ability to cultivate business relationships in key departments.
  • Able to take ownership of issues, overcome obstacles, be flexible and find common ground for resolution.
  • Exhibits organization s values, positive attitude and patience when communicating with customers.
  • Strong organizational and time management skills.
  • Demonstrates strong written and verbal communication skills.
  • Thinks critically and independently anticipates, recognizes, identifies, and develops solutions to problems in a timely manner and within department service level guidelines.
  • Demonstrates flexibility in responding to changing situations, requirements, or priorities.
  • Support an environment of teamwork and collaboration.
  • Demonstrate proficiency on computer applications such as MS Teams, Excel, Word, Outlook, other operating software systems, etc. and the ability to use multiple applications and monitors simultaneously.

Core Competencies:

Problem Solving/Judgment:

• Thinks critically and anticipates, recognizes, identifies, and develops solutions to problems in a timely manner independently or with little assistance.

Consultative Communication:

• Uses professional or technical expertise to advise, intervene, and/or influence a policyholder or partner over whom there is no direct authority.

Accountability:

• Proactively identifies present and future obstacles, issues, and opportunities.
• Takes actions to address such obstacles, issues, and opportunities and provides awareness to stakeholders as needed.

Flexible and Agile:

• Easily adapts to new, different, or changing situations, requirements, or priorities.
• Has an understanding and appreciation of individual differences.

Business Acumen:

• Demonstrates knowledge of insurance business including product offerings, financial position, distribution channels, and service strategies.

Physical Demands and Work Environment:

• Ability to use a personal computer and other standard office equipment.
• Ability to sit and/or stand for extended periods.
• In office presence may be required.

TekWissen Group is an equal opportunity employer supporting workforce diversity.