Insurance Services Representative

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PRIMARY PURPOSE OF JOB To provide assistance to the Insurance Agents and provide back office support for the Department. This position will require providing service to existing and potential customers both over the phone and in person. The position will be responsible for maintaining department files, accepting premium payments, communication with insurance company representatives, oversight of the agency management computer system, and reconciliation of accounts.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

• Maintain the insurance management software program, including but not limited to data entry, preparation of reports for the agents and bank management, and reconciliation of monthly statements for the accounting department.
• Be proficient in telephone communication, including assisting customer over the phone with their immediate needs or assessing those needs and able to transfer those calls to the appropriate agency employees.
• Proactively educate customers on utilizing available access channels.
• Desire to study and test for Life, Health, Property and Casualty insurance licenses while maintain a normal work load at the office.
• Participate in welcoming customers in the lobby, directing customers to the proper agency employee for assistance, assisting customer with payment of premiums and other walk in needs related to insurance.
• Actively participate in business development through interactions with the public, and establish visibility to the agency in the community.
• Assist in building the customer base of the agency, and proactively contact customers to ensure customer satisfaction.
• Assist licensed agents in the preparing of insurance quotes and insurance applications to be submitted to companies.

• Maintain knowledge of insurance regulatory requirements, and have a thorough understanding of the functions that must be performed by a licensed insurance agent.
• Maintains trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers;
• Adheres to Southern Bank Telephone Standards, supporting a favorable environment for open communication and addresses concerns or problems in an open manner;
• Maintains attendance with the ability to work a schedule that may include working overtime, nights, weekends and holidays;
• May be asked to assist at various branches across Southern Bank's footprint; and,
• Completes and performs any other duties as assigned.

Insurance License and/or Insurance experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrate positive and helpful attitude towards customers and prospective customers.
• Good interpersonal communication skills
• The ability to use effective communication skills, understand procedures, and speak clearly to customers, employees and supervisors.
• Computer and data entry skills. Some accounting and reconciliation skill. Good customer service skills.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High School diploma or equivalent.
• Insurance licenses not required, but willingness to seek Life & Health and Property & Casualty Insurance licenses desired.

CORE COMPETENCIES

Building Trust Interacting with others in a way that gives them confidence in ones intentions and those of the organization.

Customer Focus Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers and own organizations needs.

Contributing to Team Success - Actively participating as a member of a team to move the team toward the completion of goals.

Applied Learning - Assimilating and applying new job-related information in a timely manner.

Building Customer Loyalty Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Managing Work (includes Time Management) Effectively managing ones time and resources to ensure that work is completed efficiently.

Sales Ability/Persuasiveness Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.