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Personal Lines Service Leader

Company: Houchens Insurance Group
Location: Bowling Green
Posted on: January 22, 2023

Job Description:

Analyzes and answers requests by mail, telephone, or in person from policyholders, internal production or marketing personnel for information concerning insurance policies by performing the following duties.

Client/Policy Services
Provides daily service to and builds relationships with clients by managing phone calls and emails in a timely manner and attending meetings.
Responsibilities include:

  • Preparing submissions and marketing business.
  • Maintaining direct communication and building relationships with insureds.
  • Reviewing and invoicing policies and requesting changes.
  • Referring group, life and commercial leads to appropriate personnel.
  • Preparing proposals and complete coverage analysis' to serve the client.
  • Maintaining accurate and updated expiration list.
  • Processing invoices and credits on agency bill policies.
  • Tracking direct bill transactions by company.
  • Reviewing policy coverages and endorsements on all new and renewal business, including rating.
  • Handling all account service issues in accordance with the E&O standards.
  • Daily maintenance and processing of carrier downloads.
  • Building relationships with insurance carriers.
  • Maintaining compliance with all Personal Lines service standards and procedures including daily service.
  • Developing Producer and Service Manager confidence in job knowledge, judgment calls, and awareness of current industry trends and developments.
  • Handling complex policy issues and finding resolution with minimal Producer/Service Manager involvement.

    Renewal Marketing
    Remarkets current client policies and prepares formal renewal presentation.
    Responsibilities include:

    • Managing renewal time-line and renewal process.
    • Generating summaries and proposals of coverage and reviews with Producer.
    • Working with clients for the purpose of gathering marketing data.
    • Seeking opportunities for potential upselling of accounts including completing exposure analysis.
    • Negotiating client renewals with carriers based on competitive information.
    • Reviewing, analyzing and comparing quotes vs. current coverage.
    • Issuing binder, invoices, certificates and endorsements requests as needed.
    • Completing binding instructions.

      Works together with team and with other departments, such as Marketing and Claims; including conferencing with Producer to discuss the execution of strategies. Assists in training of new service team members. Volunteers to back up and/or assist others as needed. Manages PTO to work with departmental needs. Special projects as requested by Manager.

      Displays commitment and initiative to meet department and agency education goals as set forth in the organization's education program.
      Supervisory Responsibilities
      Directly supervises 1-2 Account Manager Assistants. Responsibilities include assigning, and directing work to Assistants.

      To perform the job successfully, an individual should demonstrate the following competencies: Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data. Continuous Learning - Seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills. Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; displays understanding of how job relates to others. Use of Technology - Adapts to new technologies; uses technology to increase productivity. Design - Demonstrates attention to detail. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situations. Project Management - Communicates changes and progress. Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments. Communications - Exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Cooperation - Establishes and maintains effective relations; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts. Managing Customer Focus - Promotes customer focus. Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. Teamwork - Balances team and individual responsibilities; contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information. Team Leadership - Ensures progress toward goals. Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others. Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Visionary Leadership - Displays passion and optimism; inspires respect and trust. Ethics - Works with integrity and principles; upholds organizational values. Organizational Support - Follows policies and procedures. Adaptability - Able to deal with frequent change, delays, or unexpected events. Achievement Focus - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence. Personal Appearance - Dresses appropriately for position; keeps self well groomed. Sales Skills - Maintains customer satisfaction; maintains records and promptly submits information. Attendance/Punctuality - Is consistently at work and on time. Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Volunteers readily; undertakes self-development activities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed. Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work. Judgment - Displays willingness to make decisions; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions. Planning/Organizing - Prioritizes and plans work activities; uses time efficiently. Quality - Demonstrates accuracy and thoroughness; monitors own work to ensure quality.

      To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

      Education and/or Experience
      At least three or more years related insurance experience and/or training, preferably handling personal line accounts; or equivalent combination of education and experience.

      Language Skills
      Ability to read, analyze, and interpret complex documents, such as insurance policies. Ability to respond effectively to inquiries or service issues from company personnel and/or clients.

      Mathematical Skills
      Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

      Reasoning Ability
      Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to bring full resolution to issues with minimal Producer involvement.

      Computer Skills
      To perform this job successfully, an individual should have knowledge of Database software; Spreadsheet software; Word Processing software and Internet software.

      Certificates, Licenses, Registrations
      Must hold applicable state insurance license or have the ability to obtain such within 90 days of employment. Must be able to obtain insurance designations as set forth by the organization's education plan.

      Physical Demands
      The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

      While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

      Work Environment
      The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

      The noise level in the work environment is usually moderate. PI200790752

Keywords: Houchens Insurance Group, Bowling Green , Personal Lines Service Leader, Other , Bowling Green, Kentucky

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