Account Specialist - Agency Services

Job Title: Account Specialist
FLSA Status: Non-Exempt
Job Family: Customer Service - Agency
Dept: Customer Service - Agency
Location: Corporate Office (Fort Wayne, IN)

JOB SUMMARY
Act as a liaison between the insured, agency, and company to professionally provide superior customer service resolving any policy questions, changes, and concerns with accuracy and efficiency. Readily identify coverage needs through developing deep customer relationships and elevating industry forms knowledge. Provide support to the producer from policy issuance as outlined within the agency contract.   

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Resolve basic questions/issues within established guidelines and workflow expectations according to authority level as a licensed agent.
• Within assigned authority, evaluate, quote, classify and price new, current, and renewal policies including ancillary and broker business.
• Elevate forms knowledge needed to effectively assist the agent and company in writing new business, conducting policy renewals and reviews, or processing changes.
• Review policies, contracts, and all policy change requests to ensure proper account coverage.
• Appropriately document all essential policy and customer information in appropriate systems.
• Broaden understanding of each agent’s approach to insurance and apply judgment within company guidelines.
• Expand working knowledge of Brotherhood Mutual’s industry, corporate culture, and operational structure.
• Effectively prioritize and process workload to meet company service standards for agents and policyholders.
• Develop an understanding of the company pricing structure/strategy to evaluate and negotiate premium increases with the underwriting department.
• Perform physical and electronic document processing and delivery responsibilities as designated.
• Complete other projects as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to maintain the confidentiality of all information related to agents, customers, and employees.
• Display strong oral and written communication skills; be able to hear clearly, speak distinctly, and be able to answer, process, and coordinate incoming contact traffic.
• Have excellent interpersonal, customer service, time management, and organizational skills.
• Demonstrate strong mathematical and problem-solving skills.
• Display a proficient knowledge of financial and billing information.
• Able to make decisions or take actions to solve a problem or reach a goal.
• Demonstrate strong multitasking and detail-oriented skills.
• Possess a working knowledge of basic computer systems.
• Possess the ability to manage job stress and pressure in order to meet required deadlines
• Effectively interface with external contacts, Brotherhood employees, managers, and department staff members.

EDUCATION AND/OR EXPERIENCE

• A high school diploma or equivalent is required.
• Two years or more of combined experience in an insurance or customer service-related field is required.
• Must hold or obtain the P&C agent license.
• Holds or is willing to obtain CIC, CRM, CPCU, or other insurance-related designations.
• Associate's degree preferred.
• Previous agency experience is desired.

Terms and Conditions

This description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Because the company’s niche is the church and related ministries market, and because effective service requires a thorough understanding of this market, persons in this position must be familiar with church operations and must conduct themselves in a manner that will neither alienate nor offend persons within this target niche.

Brotherhood Mutual Insurance Company reserves the right to modify, interpret, or apply this position description in any way the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains “at-will”.