Job Summary:

This position is fully remote.

The Agent Hotline representative works directly with all WE Insure agency owners and producers as they delegate service related tasks to maximize their growth potential.

Essential Job functions:

• Deliver quality customer service by answering inbound calls from internal WeInsure producers for all personal lines insurance policies including (but not limited to) answering policy questions, endorsement changes, cancellation requests, policy payments/billing questions, providing requested documentation
• Monitor incoming chat queues to provide immediate assistance to urgent requests from we producers
• Process agent requests as delegated including calling underwriting with our carrier relationships for clarifications/exceptions, processing changes, satisfying carrier requirements, working with insureds at the request of the agency. The agent hotline representative is a dedicated team solely for our franchise agencies to leverage service so that they can focus on business growth
• Diagnose agent requests at a foundational level, provide solutions and use a structured thought process to achieve results while balancing agent needs with company/carrier guidelines.
• Effectively service all types of personal lines policies efficiently and with minimal direction. this role serves as we insure elite service team supporting our agents
• Ability to navigate multiple carrier platforms in an independent insurance environment (working with over 100 carrier partnerships and managing general agencies) and determine carrier guidelines/procedures to accurately process or communicate servicing needs
• Make outbound calls to complete customer or carrier insurance requests
• Demonstrate excellent accuracy in processing client modifications based on data given
• Manage call metrics which include (but not limited to) call quality, average handle time, availability, hold times, task per hour processing, as set by department standards
• Prioritizes and manages workflow to ensure efficient, timely, and accurate process of transactions while adhering to the standard operating procedures
• Accurately document all transactions

Additional responsibilities (marginal job functions):

• Cooperate purposefully in coaching conversations, side-by-side observations, and goal setting to meet individual and department standards
• Attend regular process/refresher trainings, team trainings and meetings as requested
• Participate in individual development programs and required developmental action plans
• Assist in additional projects as requested
• Identify process changes to improve quality or efficiencies

Knowledge, skills, abilities (KSA) Required:

• Must obtain a 440-customer service insurance license within 90 days of employment (company will facilitate)
• Must have an above standard understanding of insurance regulation and company operating procedures or have worked in a similar role within an independent insurance space
• Minimum of 5 years customer service experience
• Minimum of 2 years working in a customer service role supporting an agency preferably in an independent capacity
• Must demonstrate excellent customer service skills, the ability to manage a volume of calls, and effectively troubleshoot difficult calls/situations
• Effectively communicate both orally and in written form. this includes the ability to clearly articulate, interpret and summarize information to present to a customer
• Ability to multi-task (effectively processing tasks in-between calls, ability to talk and type simultaneously)
• Ability to type at least 45 words per minute (WPM)
• Excellent attention to detail
• Ability to work independently and with a remote working team
• Must have proven reliability and dependability
• Strong ethical values and integrity
• Experience working with Microsoft products including outlook and excel

Preferred:

• Associates degree
• Valid 4-40 or 2-20 Property and Casualty Insurance license
• Experience working within commercial lines insurance industry and in an inbound call center environment
• Experience working in an independent agency environment including navigating multiple carrier platforms, rating systems, and management systems
• This position is fully remote.

Disclaimer:

• This job description is intended to describe the general nature and level of the work being performed by employees in this job. It is not intended to be an all-inclusive list of the duties and responsibilities of the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job and has the right to revise the job description at any time.
• I have read this job description (or had it read to me) and I fully understand all my job duties, responsibilities and disclaimer.

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance
• Work from home

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Work Location: Hybrid remote in Austin, TX 78705

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