Bilingual Insurance Services Agent

Position Title Bilingual Insurance Services Agent 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 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 Agent ensures all necessary information is accurately recorded and documented while providing support as needed to ensure policyholders have a positive experience. Responsibilities Adheres to company policies, procedures, and insurance regulatory requirements, ensuring all insurance interactions comply with legal and ethical standards. Serves as the first point of contact for policyholders to answer questions and explain products. Demonstrates empathy and sensitivity when dealing with policyholders who may be experiencing stress or loss, building trust to maintain a positive relationship. Builds strong rapport and relationships with policyholders to encourage renewals and prevent cancellations. Verifies policyholder 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 advises on billing statements and payment options. Maintains ongoing product knowledge and other Agency products offered for referrals. Assists Sales Support, Sales and Retail in preparing quotes, binders, and applications for review and closings. Maintains training and development by seeking enhanced product knowledge and customer service skills, and staying informed about industry changes. Assists and supports fellow licensed Insurance Agents and leadership with administrative tasks, including mailing checks, completing letters, legal documents, forms, emails, rightfaxes, and other correspondence. Creates and distributes flood, replacement cost, letters of experience, and policy changes. Performs general office duties such as photocopying, scanning, and faxing. Distributes, processes and images lienholder changes received via mail, email, or fax. Receives, distributes, and processes requests from policyholders via the HFA website. Creates, reviews, and issues potential new policyholder binders and insurance applications. Works on various special projects and spreadsheets to maintain client satisfaction and Agency efficiencies. Communicates information needed with policyholders and lenders for underwriting instructions and updates. Reviews appraisals and pictures to analyze 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. Qualifications Education: High School diploma or equivalent required; college degree preferred. Experience: 6 months of related experience preferred. Must obtain a TN Property & Casualty Insurance License within 90 days of employment. Strong computer skills with ability to navigate Microsoft Office Suite. Excellent knowledge of state and federal laws and regulations. Effective communication via phone, email, and in person. Ability to gather facts accurately, analyze causes, evaluate alternate solutions, and arrive at sound conclusions about 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 is preferred but not required. Must obtain license within 90 days of hire if not currently licensed and maintain state licensing requirements through completion of continuing education when required by the state. Knowledge, Skills, And Abilities (KSAs) Strong computer skills with ability to navigate Microsoft Office Suite. 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. Effective communication via phone, email, and in person. Capable of gathering facts accurately, analyzing causes, evaluating alternate solutions, and arriving at sound conclusions about 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 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 processes. Will constantly work in a state‑of‑the‑art indoor temperature controlled, sealed window office environment. Benefits Full‑time team members have flexibility to create their own health, dental, and vision benefits package. Competitive 401(k) program with company matching for full and part‑time team members after one year. Paid parental leave, tuition reimbursement, Employee Assistance Programs, and more. Paid time to volunteer through the Clayton Impact program. Holistic wellness programs available online or in‑person. Access to on‑site facilities such as a restaurant, fitness center, yoga studio, sports 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. #J-18808-Ljbffr HomeFirst Agency, Inc.