Bilingual Insurance Services Agent

POSITION TITLE: Bilingual Insurance Services Agent JOB STATUS: Full time/Hourly DEPARTMENT: Insurance Services REPORTS TO: Insurance Services Team Lead TRAVEL REQUIRED: As needed WORK SCHEDULE: Hybrid – 4 days in-office, 1 day remote after training PAY: The expected base pay range for this position is $22.43-$26.39 plus additional bonus opportunity. The hourly compensation range is based on experience, qualifications, and other relevant factors. Final compensation decisions will take into account a variety of considerations, including individual skills, internal equity, and organizational needs. HomeFirst® Agency (HFA) is a leading insurance agency offering a wide range of insurance products from nationally-known insurance companies to protect your home, property and life. We strive to help customers find the right insurance products to fit their needs at competitive rates. Located in Maryville, Tennessee, we offer homeowners insurance to customers nationwide, and insurance to protect your other property and life in select states. For over 20 years, we have helped customers with their insurance needs. Today, we have more than 180,000 customers. JOB SUMMARY The licensed Insurance Services Agent provides excellent service and support to policyholders, agents, lenders, Retail Home Centers, and management during the lifetime of a policy. The licensed Insurance Services Agent reports to the Insurance Services Team Lead and provides exemplary customer service through inbound and outbound calls regarding HomeFirst accounts, products, services, and insurance policy sales. This position acts as a guide to policyholders by understanding all aspects of policies and ensuring client satisfaction. The licensed Insurance Services Agent ensures all necessary information is accurately recorded and documented, while providing support as needed to ensure policyholders have a positive experience. JOB FUNCTIONS Customer Service Adheres to company policies, procedures, and insurance regulatory requirements, ensuring that all insurance interactions comply with legal and ethical standards. Serves as the first point of contact for policyholders to ask questions and understand products. Demonstrates empathy and sensitivity when dealing with policyholders who may be experiencing stress or loss, helping to build trust to maintain a positive relationship. Builds strong rapport and relationships with policyholders to encourage policy renewals to prevent cancellations. Verifies policyholder’s contact information. Provides information to clients about policies and coverages, answering all questions or concerns. Sets expectations with policyholders, completes documentation and other information needed for renewals, payments, and cancellations. Processes credit card and ACH payments for customers and advising on billing statements and payment options. Continuously self-develops product knowledge and other Agency products offered for referrals. Assists Sales Support, Sales and Retail preparing quotes, binders and applications for review and closings. Maintains training and development by seeking ongoing, enhanced product knowledge and customer service skills. Staying informed about industry changes and updates. Administrative Assists and supports fellow licensed Insurance Agents and leadership with administrative tasks: mailing checks, completing letters, legal documents, and forms required for policyholders, emails, rightfaxes, and other correspondence. Creates and distributes flood, replacement cost, letters of experience, and policy changes. Performs general office duties, photocopying, scanning, and faxing. Distributes, processes and images lienholder changes received via mail, email, or fax. Receives, distributes, and processes requests from policyholders from HFA website. Creates, reviews, and issues potential new policyholder binders and insurance applications. Works various special projects and spread sheets to maintain client satisfaction and Agency efficiencies. Underwriting Communicates information needed with policyholders and lenders for underwriting instructions and updates. Reviews appraisals and pictures, analyzing risk for acceptable coverage increases. Reviews policies for updates, coverage increases, and rewrites with policyholders and lenders. Prepares cost estimator letters and underwriting documentation for policyholder/lenders. Updates approved underwriting accordingly with various business units and underwriters. Other duties as assigned This job description is not an exhaustive list of all the functions that a team member performs and other duties may be assigned. REQUIREMENTS AND QUALIFICATIONS QUALIFICATIONS: Education: High School diploma or equivalent required, college degree preferred. Experience: 6 months of related experience preferred. Must be bilingual in English and Spanish. Must be able to obtain TN Property & Casualty Insurance License within 90 days of employment. Must have strong computer skills with ability to navigate Microsoft Office Suite. Maintains excellent knowledge of state and federal laws and regulations. Ability to communicate effectively and efficiently via phone, email, and person to person. Capability of gathering facts accurately, analyzing causes, evaluating alternate solutions, and arriving at sound conclusions on action to be taken. Ability to manage multiple and/or conflicting responsibilities. Great attention to detail, organizational skills, and time management. Good sense of urgency and follow up. Ability to handle stressful situations. Ability to work in a team environment. Ability to make complex decisions. Licenses/Certifications: A current Property & Casualty Adjuster license preferred but not required. Must obtain license within 90 days of hire if not currently licensed and maintain state licensing requirements through the completion of continuing education when required by the state. Knowledge, Skills, and Abilities (KSAs): Must have strong computer skills with ability to navigate Microsoft Office Suite Maintains excellent knowledge of state and federal laws and regulations Collections experience helpful, working knowledge of AS/400 and basic understanding of legal procedures a plus Ability to communicate effectively and efficiently via phone, email, and person to person Capable of gathering facts accurately, analyze causes, evaluate alternate solutions, and arriving at sound conclusions on action to be taken Ability to manage multiple and/or conflicting responsibilities Great attention to detail, organizational skills, and time management Good sense of urgency and follow up Ability to handle stressful situations Ability to work in a team environment Capable of dealing with changes that can and will occur periodically Ability to make complex decisions PHYSICAL DEMANDS: Must be able to remain in a stationary position 75% of the time. Will be constantly operating a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer. Will be communicating via phone, Teams, and Zoom. Must be able to exchange accurate information at all times. Must be able to identify and assess account status and determine appropriate process. Will constantly work in a state-of-the-art indoor temperature controlled, sealed window office environment. Here are some more reasons to choose HomeFirst Agency! Full-time team members have the flexibility to create their own health, dental, and vision benefits package. HomeFirst Agency provides competitive 401(k) programs, including investment options and company matching for full and part time team members after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more. As part of HomeFirst’s commitment to Opening Doors to a Better Life, HFA is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program. At HFA, we encourage holistic wellness with physical, nutritional, social, financial, spiritual, and occupational programs available online or in-person for team members. Our newly renovated Home Office campus offers an onsite restaurant, onsite fitness facility with full gym, in-person and virtual workout classes, yoga/barre studio, volleyball, and basketball courts, walking paths, and a disc golf course. Clayton is committed to creating an inclusive workplace. HomeFirst Agency is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. HomeFirst Agency. Where you start a job and gain a career! Business Unit - Homefirst Agency At HomeFirst® Agency, our mission is to protect what matters most—your home, your property, and your peace of mind. For more than 25 years, we’ve connected customers with trusted insurance solutions tailored to their lives and needs. As a leading insurance agency, we partner with nationally recognized providers to offer a wide range of products, from homeowners and renters coverage to auto, motorcycle, boat, and term life policies. Today, we’re proud to serve more than 180,000 customers nationwide with dependable protection and personalized care. At HomeFirst, we believe great service starts with a team that’s knowledgeable, dedicated, and empowered to go above and beyond. Whether you’re just starting your career or bringing years of experience, HomeFirst is a place where you can do meaningful work, make a difference for others, and build a rewarding career.