Client Information Guide

Essential Functions

• Receive incoming client calls, from assigned campaigns, asking probative underwriting questions and identifying, based on appetite and/or client direct contact, to which carrier/brokerage the lead should be assigned
• Enter the client lead information provided into Ask Kodiak, as needed, to determine to which carrier/brokerage the call will be transferred
• Utilize the Salesforce system to receive tasks, including but not limited to phone calls, text messages, and email communications, completing them both accurately and timely
• Schedule follow-up appointments with business owners/clients, as needed, to perform the underwriting triage at the time that works best for them
• Utilizing the GURU application, ensure the correct phone scripts are followed on all phone calls and messages
• Use in-office collaboration software (Slack/Teams) to consistently communicate with the team and managers throughout the day
• Provide excellent customer service, maintaining established key performance indicators related to transfer rate, time active, attendance, leads worked, and call quality scores
• Perform all actions relating to prospects, customers, colleagues, and carriers in a manner that will avoid issues involving potential errors and omissions

Additional Responsibilities

• Participate in seminars and other training, as required, to continue growth and development

Qualifications

• Ability to effectively manage a high volume of incoming and outgoing client calls
• Ability to work and multi-task within a fast-paced, changing priority environment
• Intermediate PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.)
• Self-motivated, with the initiative to prioritize and be self-directed
• Regular and punctual attendance is required
• Able to communicate effectively, both verbally, and in writing
• Able to interact effectively with both colleagues and managers, across all levels
• Able to promote and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency
• Able to successfully adhere to company policies and procedures, as well as maintain strict confidentiality
• A high school diploma or equivalent is preferred
• Previous insurance or call center experience preferred
• Current state-issued property and casualty insurance license, or the ability to quickly obtain, preferred