Service Associate

Job Title

Job Summary: Within carrier guidelines and as instructed by Underwriters, Brokers and Management performs timely review and handling of designated renewal applications, quotes (including rating), endorsements, cancellations, loss runs and other miscellaneous documents. Responsible for policy administration of all Excess & Surplus business, utilizing the agency management system and various carrier systems to issue binders, premium invoices, policies, endorsements and cancellations. Takes a lead role in the handling of all premium audits, including but not limited to, review to ensure correctness, processing related premium invoices and endorsements, working with the carrier and agent to secure additional information requested to complete the audit, communicating with Underwriters if policy changes are needed, handling audit disputes, audit turn-backs and activities related to non-productive audits and non-renewals. Also takes a lead role in managing the company's receipt and timely processing of incoming claim notices, which includes overall review, carrier reporting and acknowledgement, file set-up and ongoing monitoring and communication between all parties. Provides underwriting support and training, as needed, for servicing agreements (i.e. Personal & Commercial HJUP).

Duties & Responsibilities:

• Receives new business Commercial & Personal P&C, professional and specialty applications, completes logging and file set-up, and determines delivery to the appropriate Underwriter/Broker, ensuring timely delivery and that submission conflicts are properly addressed. Reviews the application to determine the line of business, as well as the specific type of coverage requested. Uses discretion and knowledge of markets to determine if the application should be underwritten by the Contract or Brokerage markets.
• Processes new, renewal, endorsement and cancellation transactions for both the Contract and Brokerage units, including insured/policy data capture, invoicing, application of surplus lines taxes and fees, and delivery of policy documents to agencies and carriers.
• Maintains strong relationships and contact with General Agencies through emails, calls and/or occasional visits with Underwriter/Broker for purposes of production, marketing, public relations and troubleshooting.
• Adheres to pre-set authority levels and underwriting guidelines for assigned renewal accounts for various carriers, maintaining a working knowledge of changes by the carriers that may impact assigned tasks.
• Develops an action plan and approach to accounts assigned in terms of pricing and addressing potential areas of concern for either the agent or carrier, or both.
• Assists Broker/Underwriter with securing all binding subjectivities from the agent, including timely transmission to the carrier to avoid coverage confirmation issues.
• Utilizing various carrier systems, inputs valid data to calculate premiums and generate quotes for assigned renewal book and related endorsements, cancellations, non-renewals, reinstatements and premium audits.
• Leads and supports all tasks related to premium audits for the company, including but not limited to, managing and processing of incoming completed, closed even, non-productive, disputed and turn-back audits.
• Tracks and monitors teams' expiration log, taking initiative to follow-up on outstanding items with the agency and/or carrier, and offer support to the Underwriters/Brokers to ensure that all renewals are addressed by their expiration dates.
• Orders & reviews risk control surveys. As required, assists Underwriter/Broker with ensuring compliance of any risk control recommendations made.
• Processes incoming claim notices for the company, ensuring timely notification to the carrier, receipt of acknowledgement, ongoing communication with agent and carrier on the progress of claim and issues that may arise during the adjusting process. Maintenance of a detailed claim file and alerts to the Underwriter/Broker impacting coverage. Obtains loss runs for internal and/or agency review and related marketing efforts.
• Remains current on insurance issues, coverages and other subjects pertaining to job performance.
• Handles Agent of Record and Broker of Record requests, with adherence to timing guidelines and carrier rules.
• Takes on a lead role with all servicing agreements in terms of establishing and documenting procedures, conducting training, assisting with daily duties and agency/customer interaction related to agreement and engaging in communication on all related issues, making suggestions towards agreement efficiencies and improvements.

Other

• Possesses a positive, service-oriented attitude toward general agencies, agents, carrier and/or service agreement partners, insureds and co-workers.

Marginal Duties:

• Performs other duties as assigned.
• Constantly manages and reviews personal development goal, and objectives for a high level of performance and achievement over the career span.
• Works with other employees and assists with training and development of employees as necessary.
• Adheres to the company's Attendance Management Policy.

Qualifications: Education and/or Experience:

• High school diploma or general education degree (GED) required; and College degree with credits in business or insurance related subjects preferred.
• 3 years or more commercial P&C, professional, specialty lines or related experience including commercial lines rating and knowledge of agency operations.
• Equivalent combination of education, technical and sales background experience will be considered.
• Continuing education in insurance and job related issues and subjects required.

Certificates, Licenses, Registrations:

• Hawaii Property & Casualty Resident Producer and Surplus Lines Broker Licenses preferred or willingness to obtain license within prescribed timeframe.
• Attainment of or working toward insurance professional designation(s) preferred (CISR, CIC, etc.)

Knowledge, Skills & Abilities:

• Strong knowledge & expertise in multi-line rating and underwriting.
• Type 35 wpm accurately required.
• Demonstrated ability to work independently, self-directed in a team-oriented atmosphere.
• Previous experience with or knowledge in use of general office equipment (copier, fax, scanning, etc.), PC navigation and Windows based software applications, AIM or similar agency management systems, PDF document editing and ImageRight or similar imaging systems desirable.
• Demonstrated knowledge of and skill in the following:
• customer service orientation;
• handling of time sensitive situations;
• mathematical and analytical aptitude;
• interpersonal and relationship building;
• reading and comprehension of insurance related documents;
• effective and professional oral and written business communication;
• time management, organization and prioritization, ability to handle multiple tasks associated with multiple carriers;
• problem solving and rational decision making; and
• detail and results oriented.

Working Conditions: Physical Demands:

• Regularly is required to sit; use hands to handle, or feel; and talk or hear.
• Frequently is required to stand, walk, and reach with hands and arms.
• Occasionally is required to operate a motor vehicle, stoop, kneel, and crouch.
• Occasionally may lift and/or move up to 25 pounds.
• Specific vision abilities include close and distance vision, color and peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

• Noise level in the work environment is usually moderate.

The applicable base salary range for this role is $53,300 to $99,300. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.