Agency Services - Property/Casualty Agent

About the role

This Agent position serves as a liaison between Western Reserve Group, other Agency Services appointed carriers, and the contracted Western Reserve Group Agent, based upon contract type. The Agent is responsible for handling a variety of requests and resolving customer complaints on behalf of the contracted Agent. The Agent will manage commercial, farm and personal lines accounts as well as bond policies.

Responsibilities

• Work within required Agency Services Management and Western Reserve Group Systems.
• Maintain understanding of company/carrier lines of business and products.
• Respond to and handle policies including rating and data entry for:
  • New business applications
  • Amendment Requests
  • Billing inquiries or questions
  • Bind, furnish or provide certificates of insurance, declarations, or ID Cards
  • Claim reporting
  • Quote Research Preparation and Completion
  • Renewals, including performing renewal reviews
  • Cancellations/Non-Renewals
• Ensure accurate and timely product delivery and seize opportunities to upsell products, coverage, or limits.
• Handle all phone calls in a courteous and professional manner.
• Help train new/existing employees on procedures, agency standards, and quality control in coordination with the Supervisor.
• Build sustainable relationships and engage customers by going the extra mile.
• Identify customers’ needs, clarify information, research issues, and provide solutions and/or alternatives.
• Troubleshoot and resolve problems resulting from processing errors or system constraints in coordination with the Supervisor, the carrier/company, and Information Technologies Department.
• Communicate via telephone, fax, electronic and written correspondence with agency, team, departmental and other Company personnel in a courteous and professional manner.
• Assist with or complete other projects as assigned.
• Demonstrate positive leadership skills, positive attitude and create a positive experience for customers contacting Agency Services.
• Maintain organization of digital files per guidelines.
• Perform job functions of other areas of the Business Operations Department.

Requirements

• Major Lines Property & Casualty Resident Agent License (must have or will obtain)
• 5+ years Personal/Commercial/Farm Lines experience preferred
• Excellent verbal and written communication skills
• Ability to handle multiple tasks in a changing work environment
• Excellent PC and data entry skills
• Ambitious and self-motivated
• Exceptional interpersonal communication skills
• Strong prioritization and organizational skills
• Ability to think “outside the box”
• Excellent organizational and time management skills

Licenses and Certifications

• Major Lines Property & Casualty Resident Agent License (including non-resident)
• Complete required continuing education (CE) to maintain agency license(s)
• Course work and seminar/webinar work are encouraged

Physical demands

Employees are required to perform various PC functions at a workstation and devote substantial time to telephone communication. The employee may be required to stand, walk, reach with hands and arms, bend or squat, and lift up to 45 pounds. Travel may be required, including extended periods of time sitting in a vehicle.