Insurance Specialist, Life & Health

Responsibilities

• Maintains comprehensive knowledge of all IIS Life & Health products and services, as well as applicable regulations.
• Acts as team resource to provide retention approach strategy for client during life cycle.
• Maintains a working knowledge of eligibility, open enrollment and qualifying events for Life & Health products.
• Supports Senior Insurance Specialists in initiating large group renewals, processing invoices, issuing ID cards and processing client portal access.
• Handles incoming service calls from customers and processes customer policy change requests.
• Conducts policyholder insurance needs analysis, at renewal or as otherwise necessary.
• Maintains excellent customer service standards to ensure customer satisfaction and responds timely to all service requests in a friendly and helpful manner.
• Treats each customer contact as a cross and up-sell opportunity.
• Documents and follows through on service issues.
• Verifies phone numbers, addresses and email addresses with each customer contact and updates agency management systems, as needed.
• Maintains client relationships with scheduled follow up phone calls and/or emails and follows up with customers to assure satisfaction, responds to queries, solicits further sales, and solves or escalates unresolved issues.
• Maintains accurate/timely account status in IIS Agency Management and/or Salesforce.
• Fosters strong relationships with customers to meet business unit client retention goals and company loyalty objective.
• Provides feedback to management regarding potential trends related to reported service issues.
• Collaborates with internal constituents to maintain highest level of customer service quality and productivity.
• Creates and/or generates business metrics reports as requested.
• Follows all rules and regulations as it applies to HIPAA and all other applicable insurance regulations in a professional manner and maintains compliance with training requirements in regard to such regulations.

Other Responsibilities

• Affords assistance in accomplishing Insperity Company goals.
• Helps other employees to accomplish Insperity Company goals.
• Performs other duties as may be assigned by department supervisor.
• Participates in the Disaster Recovery plan as required.

Education / Experience Requirements

• A High School Diploma or equivalent is required.
• A Bachelor’s Degree in a related field is preferred.
• One to four years of related work experience is required.
• A Valid Insurance license for Life and Health Lines is required.

Knowledge / Skills

• Ability to thoroughly understand and follow all underwriting, rating and compliance requirements.
• Willingness to learn, be intuitive and resourceful and be coachable.
• Upbeat, positive and enthusiastic attitude.
• Proficiency to multi-task, follow-thru and follow-up.
• Excellent Communication/interpersonal skills.
• Professional phone etiquette.
• Career minded vision.
• Excellent Spelling and Grammar skills.
• Great Customer Service Skills.
• Problem-Solving Capabilities.
• Ability to work well with other employees and act as a team player with a positive attitude.
• Proven analytical aptitude and ability to work toward specific measurable performance targets.
• Strong organizational skills with excellent ability to commit to and follow through on tasks with minimal supervision.
• Ability to interpret, communicate and summarize orally and in writing, complex issues, conclusions and decisions related to all aspects of customer service, client renewals and client retention.
• Proficient in the use of Microsoft Office (especially database programs) and demonstrated ability to learn other application programs as needed.