Insurance Client Services Advocate

Client Services Advocate

Join our Urban Real Estate program as a Client Services Advocate specializing in Multi-Family, Landlord, Apartment, and Condo insurance for small urban and mixed-use properties. This position is responsible for supporting renewal activities, policy servicing handling including processing transactions such as premium determination, renewal review, endorsement request and claim evaluations, as well as responding to broker inquiries. Additionally, individuals in this role are responsible for following operational workflows and best practices while ensuring service levels are met and a positive customer experience is provided to internal and external partners. The individual is responsible to delight customers every day by providing exceptional, personalized customer service and actively listening to customer issues and questions showing interest, compassion, and empathy for the situation.

RESPONSIBILITIES

• Serves as primary service contact to ensure superior customer experience & manage inbound emails and phone calls to resolve inquiries and troubleshoot
• Provide best in class customer service to internal and external customers, executing follow-through to achieve first contact resolution and improve next call avoidance
• Maintain a knowledge base of general insurance concepts and terms and understand strategy, territory appetite and key agent partners to achieve growth and profitability goals.
• Assist in recommendations and enhancements to continually improve the customer experience (workflow, systems, knowledge) to increase efficiency and minimize misdirected calls and emails.
• Supports renewal activities; renewal issuance, endorsement/document request, claim reviews, file documentation, handles legal notice requests and inquiries and evaluation of loss control reports
• Updates work management system statuses throughout the cycle of the policy and monitors work in queue & maintain diligent record keeping of disposition of inbound inquiries
• Cultivates strong business relationships (internal and external) by proactively communicating and conveying ownership and commitment & building report, credibility, and trust.
• Demonstrates working knowledge of underwriting systems, workflows, procedures, and compliance rules and underwriting guidelines.

SKILLS & QUALIFICATIONS

• Minimum of 1+ years' experience in a customer service or support role in commercial/personal lines.
• Bachelor's degree or equivalent combination of education and experience.
• Property and Casualty insurance license preferred (6 months preparation time permitted).
• Strong attention to detail, time management and decision-making skills
• Ability to work effectively independently and within a collaborative team-oriented environment using sound judgment in decision-making
• Excellent communication skills, both verbal and written, including the ability to listen and then to respond appropriately. Customer Service Oriented!
• Promote teamwork and organizational success, while accepting accountability and ownership, celebrating successes, and learning from past mistakes
• Must be self-driven, detail-oriented, comfortable in a growing ever-changing organization, and have strong organizational skills including time-management and prioritization.
• Some travel may be required sometimes.

LOCATION

• This is a remote position.

COMPENSATION AND PERKS

• $45,000 - $55,000 base salary plus bonus. Salary commensurate with knowledge, skills, experience, and geographic location.
• Summer Fridays (Leave at 2:00PM all Fridays from Memorial Day to Labor Day).
• Great healthcare coverage including Medical, Vision, and Dental.
• 401k with company match. Immediately 100% vested.
• Life, AD&D, Critical Illness, Accident, and Disability (short-term & long-term) insurance.
• Growth and development opportunities.
• Work-Life Balance and wellness benefits with generous time off policy including PTO and paid holidays, Dependent Care FSA, Healthcare FSA, Virtual Telemedicine, Employee Discount Programs, Paid Parental Leave, HSA, HRA, Commuter/Transit FSA, and a Sabbatical every 7 years.

CORE VALUES

Our Core Values define our business. At Distinguished Programs you will achieve goals focused in the best interest of our customer. INTEGRITY plays a crucial role in the way Distinguished does business. INNOVATION enables us to remain an industry trendsetter. You will be involved in projects that advance our products, processes, and people! You will collaborate with leaders in the organization and build RELATIONSHIPS with your colleagues, carriers and customers. Capitalize on your interests and strengths to drive an enrichment focused path allowing your determination to launch your career in an industry of endless opportunities. Bring your passion to the work you do, the people you impact and the success we ACHIEVE together. Acceptance and appreciation for diversity and inclusion are at our core.