Business Support Specialist

Responsibilities

• Access and navigate carrier websites to obtain policy documents, order loss runs, and research billing inquiries.
• Scan, copy, collate, and format documents and information as needed.
• Issue, print, and mail certificates of insurance.
• Update and maintain client information in the agency management system.
• Support Account Managers with designated steps in the renewal process for certain policy types.
• Support M &A integration tasks around carrier appointments and other assigned tasks.
• Create and format letters and other correspondence using appropriate business tools.
• Review basic insurance policies to help resolve policy-checking discrepancies.
• Utilize the agency management system for daily activities, documentation, and assigned tasks.
• Participate in internal training sessions as well as carrier system training.
• Review, update, and help develop processes and workflows as needed.
• Ensure compliance with agency processes, confidentiality standards, and quality metrics.
• Work on projects and other work as assigned.
• Engage in ongoing professional development through internal learning and training.
• Proficient in MS Office, tools and standard office applications.
• Proficiency in AI tools (Copilot, ChatGPT, etc.) to aid work and efficiency.

Qualifications, Knowledge, Skills & Abilities

• Minimum of one year of client-facing and/or customer service experience, prior insurance experience preferred.
• Bachelor’s degree preferred, high school diploma required.
• Experience following structured procedures and workflows with a focus on client experience.
• Ability to communicate clearly in all forms of communication with ability to adjust style based on audience.
• Ability to build positive working relationships and contribute effectively in a team environment.
• Commitment to continuous process improvement and team development.
• Effective client service skills with the ability to leverage resources to meet internal and external needs.
• Strong organizational skills and attention to detail.
• Able to plan, prioritize, and manage multiple responsibilities while meeting deadlines.
• Experience and proficiency with MS Office tools (Word, Excel, etc.) and adaptive with AI and emerging tools and technologies.
• Ability to learn and utilize agency management systems.
• Flexibility and willingness to take on additional work and projects assigned.
• Ability to work independently on assigned work and collaboratively in a fast-paced environment.
• Ensure compliance with agency processes, confidentiality standards, and quality metrics.
• Curious, solution-oriented thinker who proactively identifies opportunities for clients and improvements.
• Committed to continuous learning and professional development.
• Self-motivated, strong work ethic, adaptable, stress tolerance to overcome hurdles.
• Team player who consistently defaults to good.

General Working Conditions

• Dynamic environment with frequent communication via phone, video, and in-person.
• Ability to view computer monitors for extended periods of time.
• Culture rooted in collaboration, integrity, trust, respect, creativity, and fun.