Client Information Guide

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 assignedEnter the client lead information provided into Ask Kodiak, as needed, to determine to which carrier/brokerage the call will be transferredUtilize the Salesforce system to receive tasks, including but not limited to phone calls, text messages, and email communications, completing them both accurately and timely mannerSchedule follow-up appointments with business owners/clients, as needed, to perform the underwriting triage at the time that works best for themUtilizing the GURU application, ensure the correct phone scripts are followed on all phone calls and messagesUse in-office collaboration software (Slack/Teams) to consistently communicate with the team and managers throughout the dayProvide excellent customer service, maintaining established key performance indicators related to transfer rate, time active, attendance, leads worked, and call quality scoresPerform all actions relating to prospects, customers, colleagues, and carriers in a manner that will avoid issues involving potential errors and omissionsParticipate in seminars and other training, as required, to continue growth and developmentAdditional ResponsibilitiesThis 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.Remote work opportunities vary by location, department, and business need and are subject to change, as needed. Each manager will provide details on any telecommuting opportunities, as well as scheduling, within their department.KNOWLEDGE, SKILLS, AND ABILITIES:Ability to effectively manage a high volume of incoming and outgoing client callsAbility to work and multi-task within a fast-paced, changing priority environmentIntermediate 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-directedRegular and punctual attendance is requiredAbility to communicate effectively, both verbally, and in writingExcellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levelsAbility to promote and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the AgencyAbility to successfully adhere to company policies and procedures, as well as maintain strict confidentialityQUALIFICATIONS:A high school diploma or equivalent is preferredPrevious insurance or call center experience preferredCurrent state-issued property and casualty insurance license, or the ability to quickly obtain, preferredWORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:Fast-paced, multi-tasking, office environment with periodic high disruption and changing prioritiesAbility to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequentlyAbility to lift up to 20 pounds occasionallyRequires operation of a computer workstation, including keyboard and video displayAll requirements may be modified to reasonably accommodate physical or mental impairment #J-18808-Ljbffr INSURICA, Inc.