Personal Lines Assistant Account Manager - First Call Resolution

Assistant Account Manager

HUB International Limited ("HUB") is one of the largest global insurance and employee benefits broker, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 21,000 employees in 600+ offices throughout North America, HUB has grown substantially, in part due to our industry leading success in Mergers and Acquisitions.

The Assistant Account Manager in the First Call Resolution Team supports the delivery of excellent customer service to clients regarding insurance, billing, and administrative questions. This role focuses on processing client requests, handling routine service tasks, and escalating complex or at-risk situations to the Team Lead or Producer. The Assistant Account Manager contributes to the retention of a profitable PL book of business by performing the job duties and responsibilities listed below:

• Professionally answers phones and handles callbacks in a timely manner.
• Receives incoming calls from customers regarding billing questions, basic policy inquiries, endorsement requests, and other routine service needs.
• Acts as a triage point, connecting clients with the appropriate party sales, retention, Team Lead, or other departments when matters fall outside the scope of this role.
• Processes client endorsement requests following agency standards and procedures. Escalates coverage recommendation questions or complex changes to the Team Lead or Producer.
• Develops and maintains relationships with agency clientele to ensure service needs are met while adhering to agency standards and procedures.
• Provides consistent, accurate, and timely communication to clients through verbal and written correspondence.
• Assists with educating clients on basic property and casualty insurance questions, referring more complex coverage consultations to the Team Lead or Producer.
• Identifies and refers cross-sell, upsell, and referral opportunities to the appropriate team members.
• Reduces E&O exposure by adhering to agency standards for EPIC activity codes, descriptions, and documentation.
• Utilizes the processing team and carrier service centers based on agency procedural standards.
• Takes initial claims information from clients and routes to the appropriate carrier claims department. Escalates complex claims situations to the Team Lead.
• Communicates regularly with the Team Lead on at-risk accounts for escalation and proper resolution.
• Performs other duties as assigned by leadership.
• Maintains active insurance license and actively participates in department meetings.

Minimum Skills, Knowledge, & Ability Requirements:

• Strong communication skills, both verbal and written
• Superior customer service and problem-solving skills
• Proficient with computer systems, including but not limited to Microsoft Office and EPIC
• Strong contributor in a team environment
• Maintains a high level of personal accountability
• Organized and able to focus on the task at hand
• Reliable with a strong work ethic
• Professional appearance is a must

Experience & Educational Requirements:

• High school diploma required
• Previous experience in a customer service role preferred
• Previous experience in financial services, banking, or insurance is a plus but not required
• Valid Property/Casualty insurance license required (or ability to obtain within 90 days of hire)

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.