Consumer Relation Coordinator

Job Description

Job Description

As a Consumer Relations Coordinator, you will play an integral role in building foundational trust with our clients. Your positive attitude and inviting nature will create a warm and welcoming environment for all clients, meeting them where they are on their insurance journey.

In this role, you will strive to craft meaningful relationships, sharing the intricate responsibilities of providing exceptional customer service. Interactions will be accurately recorded, questions and/or inquiries will be clarified through collaborative efforts; therefore, creating effective and efficient consumer engagement. Items which require follow-up will be thoroughly monitored and seen to completion, creating a unique white glove atmosphere for all clients. This position requires exceptional attention to detail and extraordinary organizational skills, permitting future growth opportunities within the organization.

Annual Base Salary + Bonus Opportunities

Evenings Off

Career Growth Opportunities

Health Insurance

Life Insurance

Paid Time Off (PTO)

Mon-Fri Schedule

Disability Insurance

Retirement Plan

1. Technical Accountability

• Maintain up-to-date client data in our systems, ensuring compliance with operational and privacy regulations.
• Accurate recording of client/prospective clients information and/or requests within the respective system(s).
• Applicable follow-up dates are accurately set within associated actions for systematic reminders.
• Associated action(s) are placed within the respective owner code for follow-up purposes.
• Maintains proficiency in all company programs and/or software.

2. Tactical Ownership

• Ensures complete quality in all associated requests and/or deliverables within a timely manner.
• Effectively follow-up with clients to ensure all necessary paperwork and documentation is completed in a timely manner.
• Consistently flags all identified actions and or errors that resulted in an operational bottleneck or consumer complaints.
• Takes personal accountability to ensure all assigned actions are worked/closed in a timely manner.
• Actively manages associated activities and/or work buckets to ensure prompt closure.

3. Collaborative Excellence

• Takes every interaction with a consumer or fellow employee to engage, reinforce and promote the Insurance Center culture.
• Works as a team to ensure comprehensive phone coverage during all hours of operation.
• Works as a team to ensure mail and/or packages are obtained/delivered promptly.
• Works as a team to complete quote sheets or start quoting process for account manager.
• Works as a team to research, facilitate and process client renewals.
• Works as a team to learn and complete assigned accounting based tasked
• Assist with the processing of endorsements.
• Checks carrier websites for daily alerts and distributes within associated reporting methodologies.
• Creation and completion of Applied Pay transactions.
• Ensures applicable carrier information and/or alerts are stored within the defined SharePoint folder permitting company collaboration.
• Interact with clients or potential customers to gather relevant or missing information providing a seamless conduit for the consumer and or producer.

Actively tracks all (phone, text, email, etc..) interactions (received or missed) to resolution, ensuring complete accountabilities for all associated parties.

4. Continuous Development and Training Refinement

• Maintains proficiency in all assigned training levels.
• Takes personal accountability to address individual performance issues through identified opportunities and/or reporting.
• Actively pursues quality revisions to company modules (i.e- SharePoint, forms, etc.) ensuring the validity of all posted content.
• Displays a continuous development mentality, staying up to date with new training or operational revisions to processes and/or workflows.
• Works with team members to understand gaps in personal knowledge and/or the knowledge sharing methodology processes (i.e- training modules) suggesting/proposing changes to elevate team performance.
• Continuously assists leadership in the revisions of onboarding and operational manuals.

5. Teamwork and Community Recognition

• Actively seeks recognition for team and individual performance through defined company avenues (i.e-Facebook, SharePoint, etc..)
• Actively seeks consumer recognition, events, engagements and/or accomplishments.
• Actively seeks community recognition, events, engagements and/or accomplishments.
• Maintains and confirms the validity of posted agency events on SharePoint.
• Collaborates with team members to pinpoint relevant articles to be posted to SharePoint News
• Collaborates with defined outlets to construct articles and/or promotional materials for approval.

6. Special projects and consumer initiative Support

• Supports all operational special projects in close cooperation with Operational leadership.
• Supports all consumer-related initiatives working closely with Operational leadership.
• Supports all business-related initiatives working closely with Operational leadership.

1. Excellent verbal and written communication skills
2. Strong interpersonal skills and ability to build rapport with clients.
3. Detail-oriented and highly organized.
4. Ability to multitask and prioritize in a fast-paced environment.
5. Proficiency in using Microsoft computer systems and software.
6. Previous experience in customer service or sales field is a plus.
7. Previous experience in Applied Epic Systems is a plus.
8. Eager to obtain a property and casualty agent license.