Personal Lines Account Technician

Personal Lines Account Technician

Mission of the Personal Lines Account Technician
To serve the customer base so extraordinarily that clients tell their friends and family about the agency. By using rapport building and excellent communication skills this role will work to solve clients’ problems effectively and efficiently. This includes being first line of defense on all service items and only passing the ones that require a CSR or Account Manager. To proactively work with the team and relentlessly support the CSR and Account Manager Upgrade to see actual infosired Outcomes of this Role
1) Handling daily downloads first thing in the morning.
2) Quickly sending Auto ID cards and handling mortgagee clauses.
3) Quickly document and assign incoming email, mail, fax and voice messages to the correct member of the personal lines team.
4) Handle basic billing questions (where to pay, who to pay, what to pay) and pass any higher-level questions to the CSR or account manager.
5) Relentlessly work to update contact information on each and every call.
6) Document all conversations and interactions with customers, carriers and agents in HawkSoft.
7) Diligently screen the calls, emails, fax and voicemails to handle any service tasks that are indicated in this job description.
8) Proactively work with Account Managers to take work from their desks that can be handled within your role.
9) Process endorsements assigned to you by Account Managers.
10) Clearly and effectively communicate to the clients to manage expectations both via the phone and email. This includes taking a proactive approach.
11) Runs the following weekly reports
a) Account Manager
(1) Unsold Business – Prior Week
(2) Monoline Account Renewals – 60 days in the future
b) Account Tech/CSR Team
(1) Policies that don’t download 60 and 30 days
(2) Prior Week New Business Issued
(3) Prior Weeks Cancellations
12) Work to increase client and policy retention in the following ways
a) Verify reasons for cancellations with client
b) Audit New Business Entry to ensure file is complete and follow up suspense's have been sent.
c) Reach out to clients with new policies to make sure that they have received all required documents and have cancelled their prior coverage.
13) Update HawkSoft with current policy information and forward copy of policy to client.
14) Verify that New Business Policies match the coverages requested on the application and that there is no further action needed.
15) Proactively learn and grow knowledge of insurance coverages and carrier appetites
16) Other responsibilities as directed by your manager.

One of the principles of the agency is to raise your hand if you need help. If there is a week you are struggling to complete your outcomes, please raise your hand so we can help you prioritize. Also, since you are in sales, the more you work the more you earn. Plan accordingly!

Feedback:
• Every 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve as well as the objectives outlined in your job description.
• Each year you will receive a formal review.



Critical Competencies
Efficiency: Able to produce significant output with minimal wasted effort.
Honesty/Integrity: Earns trust and maintains confidences. Does what is right, not just what is Upgrade to see actual infoanized & Planning: Plans, organizes and schedules in a productive manner. Focuses on key priorities.
Follow-Through: Lives up to verbal and written agreements, regardless of personal Upgrade to see actual infoelligence: Learns Upgrade to see actual infomonstrates ability to quickly and proficiently understand and absorb new information.
Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
Proactivity: Acts without being told what to Upgrade to see actual infoings new ideas to the company.
Flexibility/Adaptability: Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and Upgrade to see actual infolm Under Pressure: Maintains stable performance when under heavy pressure or stress.
Enthusiasm: Exhibits passion and excitement over work. Has a can do attitude.
Work Ethic: Possesses a strong willingness to work hard to get the job done. Has a track record of working hard.
High standards: Expects personal performance and team performance to be nothing short of the best.
Openness to Criticism and Ideas: Often solicits feedback and reacts calmly to criticism or negative feedback.
Listening Skills: Lets others speak and seeks to understand their Upgrade to see actual infomunication: Speaks and writes clearly and articulately in all forms of written communication, including emails.
Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
Routine Detailed Work: Can process routine detailed work day in and day out.

This remote position is Monday to Friday 8:30am-5:30pm Pacific Time (Washington State, USA) with a 1 hour unpaid lunch break.