Insurance Service Specialist

About the role

An Insurance Service Specialist is responsible for providing exceptional client services to policyholders, agents, and other stakeholders via inbound/outbound phone calls, emails, fax, and other communication channels. This temporary hybrid role is based in Howell, MI, with a duration of 6 months.

Responsibilities

• Conduct comprehensive account reviews and explain products and coverages to policyholders, answering any questions.
• Offer products and coverages to meet policyholder needs through consultative conversations, identifying both stated and unstated needs.
• Process transactions and make decisions using established underwriting guidelines, procedures, and philosophy for licensed states.
• Respond to inquiries with timeliness, quality, and effectiveness using established guidelines.
• Recommend or sell additional or increased coverage within specified carrier guidelines and provide client quotes as required.
• Review incoming correspondence, request additional details when needed, and draft written communications in response to service requests within service level guidelines.
• Independently interpret and verify coverages and data, documenting interactions and entering information accurately into multiple systems.
• Adhere to workforce management requirements, with up to 90% of the role involving phone communication. Ensure compliance with state and federal regulations.
• Utilize appropriate resources and training materials, serving as a resource to peers.
• Participate in relevant meetings, training, and project work as assigned.

Key Measures of Success

• Efficiency performance metrics, including average handle time, schedule adherence, availability, and production targets.
• Customer service and quality targets, such as service feedback, survey responses, call listening feedback, quality scores, and policyholder retention.

Requirements

• 2–4 years of experience in an insurance agency or carrier environment.
• Prior call center or contact center experience strongly preferred.
• Must obtain and maintain appropriate state license(s) and continuing education credits.
• Strong customer service and sales skills.
• Ability to cultivate relationships, take ownership of issues, and resolve them flexibly.
• Strong organizational, time management, and communication skills (written and verbal).
• Critical thinking and problem-solving abilities to anticipate and develop solutions independently.
• Flexibility in responding to changing situations, requirements, or priorities.
• Proficiency in computer applications such as MS Teams, Excel, Word, Outlook, and ability to use multiple applications simultaneously.

Core Competencies

• Problem Solving/Judgment: Anticipates, recognizes, and develops solutions to problems in a timely manner.
• Consultative Communication: Uses expertise to advise and influence policyholders or partners.
• Accountability: Proactively identifies obstacles, issues, and opportunities, taking action and informing stakeholders.
• Flexible and Agile: Adapts to new or changing situations and appreciates individual differences.
• Business Acumen: Demonstrates knowledge of client business, including product offerings, financial position, and service strategies.

Pay

$25.00 per hour.

Schedule

Hybrid work arrangement.