Job Title: Insurance Service Agent

Department: Constructive Insurance

FLSA Status: Exempt

Reports To: President, Financial Services

Manages: No

Position Summary

Reporting to the President, Financial Services, this position is responsible for meeting individual sales targets and
agency retention requirements. The role will ensure exceptional customer service is provided to all clients through
any interaction via phone, email, or in person. The role is responsible for maintaining existing policy holder’s coverage
while also looking to promote additional coverage/services where necessary.

Core Functions and Responsibilities

• Provide timely and accurate commercial insurance quotes to customers via phone and email solicitations.
• Focus on completing renewals monthly; prepare new business and renewal documents.
• Monitor policy schedules; process requests for policy endorsements and amendments as requested.
• As often as possible, meet customer expectations through first contact resolution by processing the appropriate
  endorsements, generating needed policy documents, and timely processing of policy renewals.
• Maintain high level of customer service by clearly communicating coverages of insurance policies, follow up, and
  always be available to answer questions.
• Proactively work with Insurance Agents over insurance policy issuance issues/concerns.
• Determine customer risk based on claim and payment frequency. Discuss with insurance carrier if action is
  needed.
• Effectively utilize lead management system to properly track and effectively manage leads provided daily.
• Meet minimum retention standards of agency’s book of business.
• Make outbound calls to insureds for annual review.
• Properly document all customer and prospect communications.
• Proactively contact prospects for solicitation of insurance quotes; reply and respond to all leads sourced.
• Conduct interviews with insurance prospects to gather all required information, analyze household data,
  determine customer coverage objectives, and advise customers of policy and coverage options.
• Research and resolution of inquiries to ensure complete customer satisfaction.
• Provide appropriate coverage options and discuss with client in detail.
• Answer customer inquiries regarding insurance policies, coverages, and pricing.
• Proactively contact with customers to ensure proper customer touchpoints are conducted and to maximize the
  profitability of the customer relationship.
• Develop Centers of Influence to create self-sourced opportunities.
• Complete Continuing Education to maintain active status of insurance licensing.
• Ensure compliance with Fay’s policies, processes, and practices. Successfully complete all department and
  company required training.
• Develop domain knowledge of Fay’s business to include an understanding of organizational objectives.
• Maintain broad influence through ongoing development of relationships across the organization.
  vf 1/18/2024
• Model Fay’s Values, Operating Principles, ethical standards, professionalism, and code of conduct.
• Perform other duties and responsibilities as assigned.

Qualifications Required

• Bachelor’s degree in business or related field (or equivalent combination of years of experience with High School
  diploma/GED)
• Must possess an active General Lines License with the ability to sell Commercial policies and be willing to acquire
  additional state licenses as needed
• 2+ years’ experience in servicing commercial insurance policies
• 2+ years’ experience in sales with a proven track record of success
• 2+ years’ experience with Agency Management Software Agency Raters, ACORD forms, and related insurance
  technology
• 1+ years’ experience in a call center environment, preferably in the Insurance Marketplace
• Commercial new Business and renewal experience preferred
• Knowledge of independent agency insurance principles and processes for providing customer and personal
  services including customer needs assessments, meeting quality standards for service, customer satisfaction, and
  policy retention
• Knowledge of principles and methods for processing insurance policy endorsements, renewals, and addendums
  Skills & Abilities [Review and retain those that are applicable to the role/ add where needed]
• Strong verbal and written communication skills
• Strong interpersonal skills
• Collaborative work style; high team-orientation
• Open to change; agile; high learning agility
• Strong analytical skills coupled with sound judgement
• Strong problem solving abilities
• Ability to analyze and interpret data to identify opportunities and propose solutions
• Strong project management skills
• Strong attention to detail; strong compliance orientation; high quality of work product
• Ability to prioritize; effective time management
• Self-directed; ability to proactively ask questions and surface issues/ concerns
• Professional maturity, integrity, ability to maintain confidential data and information
• Strong business acumen; strong fiscal and technical aptitude
• Strong skills in MS Word, Excel, and PowerPoint

Physical Demands & Work Environment

The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable
accommodation. While performing the duties of this job, the employee is required to sit as well as work at a computer
for extended periods of time, utilizing a keyboard and mouse. The employee should be able to communicate by
telephone, email, and face-to-face.