PL/ (P&C) Insurance Solutions Specialist.

Location: Hybrid (MA or MI offices) with 2-3 days in-office (Tue-Thurs preferred) and 2-3 days remote. Remote candidates will be considered.

Schedule

• Monday through Friday: 7:00 AM to 9:30 PM Eastern time
• Rotating Saturday: 9:00 AM to 5:00 PM

About the role

An Insurance Solutions Specialist provides exceptional insurance services to policyholders, agents, and other stakeholders via inbound/outbound phone calls, emails, fax, and other communication channels. This role takes a consultative approach to understand clients’ unique situations and tailor insurance solutions accordingly, building trust-based relationships to ensure clients receive the right coverage. The specialist proactively identifies opportunities to enhance the value proposition and meet policyholder needs.

Responsibilities

• Conduct comprehensive account reviews and explain products and coverages accurately to policyholders.
• Offer products and coverages to meet policyholder needs, including upselling or cross-selling where appropriate.
• Process transactions and engage in consultative conversations to address both stated and unstated needs.
• Make decisions using established underwriting guidelines, procedures, and philosophy for licensed states.
• Respond to inquiries with timeliness, quality, and effectiveness.
• Recommend or sell additional/increased coverage within carrier guidelines.
• Provide insurance quotes as required.
• Review incoming correspondence, request additional details when needed, and draft written responses to service requests within service level guidelines.
• Interpret and verify coverages and data independently.
• Document interactions and enter information accurately into multiple systems.
• Adhere to Workforce Management requirements (up to 90% of the role involves phone communication).
• Comply with state and federal regulations; maintain trustworthiness.
• Utilize appropriate resources and training materials.
• Serve as a resource to peers and participate in meetings, training, and project work as assigned.
• Perform other duties as required.

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, eliminating callback needs, and improving policyholder retention.

Requirements

• 2–4 years of experience in an agency or carrier environment.
• Prior call center/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 across key departments.
• Ownership of issues, flexibility, and ability to find common ground for resolution.
• Alignment with organizational values, including a positive attitude and patience in customer interactions.
• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Critical thinking and independent problem-solving within department service level guidelines.
• Flexibility to adapt to changing situations, requirements, or priorities.
• Support for teamwork and collaboration.
• Proficiency in computer applications (MS Teams, Excel, Word, Outlook) and ability to use multiple applications and monitors simultaneously.

Core Competencies

• Problem Solving/Judgment: Anticipates, recognizes, and develops solutions to problems independently or with minimal assistance.
• Consultative Communication: Uses professional or technical expertise to advise, intervene, or influence policyholders or partners without direct authority.
• Accountability: Proactively identifies obstacles, issues, and opportunities; takes action and communicates awareness to stakeholders.
• Flexible and Agile: Adapts to new, different, or changing situations and appreciates individual differences.
• Business Acumen: Demonstrates knowledge of insurance business, including product offerings, financial position, distribution channels, and service strategies.

Physical Demands and Work Environment

• Ability to use a personal computer and standard office equipment.
• Ability to sit and/or stand for extended periods.
• In-office presence may be required.