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.

Job Title: Insurance Solutions Specialist

Work Location: Howell, MI /Worcester, MA

Job Type: Temporary Assignment

Work Type: Hybrid

Duration: 6 Months

Job Description

Job summary:

• Position Overview/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 policyholder 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):

• 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.