Customer Service Representative

Summary of the Role:

A pioneer in insurance technology, Insureon operates the largest online insurance marketplace for small businesses in the U.S. Our proprietary technology platform enables business owners to easily compare and purchase the insurance they need. We also license this platform to select industry participants who are looking to more effectively service their own clients. We are integrated with every major U.S. carrier, manage over $400M in premium annually and are licensed in all 50 states.

We place a high value on having fun at work, personal and company integrity and teamwork, and we believe our success is truly a team sport. We foster a service mentality inside and outside our company and our fast-paced team is driven by results and is energetic about servicing our clients.

We believe that our team members know what work location will enable them to do their best work in serving our customers. As an eCommerce workplace, we have prioritized working as virtual-first and offer access to office space in our Chicago location as a resource to work from instead of a daily workplace.

We are looking for a Digital Customer Service Representative to join our firm. This role is viewed as a developmental position with the objective of obtaining the skills, proficiencies and sustained performance to support our Digital Producers and Account Managers through retaining and servicing the Insureon book of business.

Essential Functions and Responsibilities:

• Approved State Licenses needed

• Review of all bound policies for quality assurance

• Process endorsements, certificates of insurance, and sending invoices

• Process billing questions for new and renewal policies

• Handle non-pay cancellation notices from Carriers to follow up for payments due

• Post bind process and policy review

• Identify cross sell opportunities

• Coordinate and monitor account servicing

• Ability to work directly with Carriers & within Carrier sites to process billing and endorsements needed for clients

• Superior Microsoft Office experience 

• Strong organizational, customer service orientation & disciplined time management skills

• Comfort level with out bound dialing and phone conversations with clients

• Insurance experience preferred

• Ability to communicate effectively with others via the phone and email 

• Experience with multi-tasking in a fast-paced environment

• Comfort level with working remotely

• Other duties may be assigned

Additional or Daily Responsibilities:

• Assist the Producers and AM team members to act on alerts in the agency management system

• Act as concierge for all clients post bind, answering their billing and servicing questions

• 1st term only, proactive email sent to clients advising who their Account Manager is with all contact information

• Facilitate the post bind process and all policy review to maintain well documented Agency Management files, smooth customer transition from producer to account manager as well as timely policy deliverance

• Support policy cancellation process

• Assist with customer servicing requests from clients by working with internal teams and carrier service centers

• Deliver excellent customer service to delight our customers in every online and offline interaction

• Have a full understanding of the processes in our agency management system to be able to assist in the post bind process, process endorsements, cancellations, billing questions, LPR’s and Certificates

• Successfully be able to prioritize and support for all Producers and Account Managers

• Coverage training and utilization of carrier trainings

• Support client needs in a timely and well thought out manor to include answering and or making phone calls to clients, billing issues, audit questions, coverage inquiries, certificates of insurance or policy changes

• Develop strong communication with Underwriters to build our relationship

Qualifications:

• 1-2 years of relevant experience.

• P&C Insurance License

• Familiar with Customer Account Servicing in regulated/financial services experience preferred.

Education/Experience:

• High School Degree Required

• 4 Year Degree Preferred

Computer Skills:   Word processing, spreadsheets, email software and other related programs. Proficient at working with 3rd Party or Agency management systems, Various Web Applications, Client or Insureon Agent portals and other related online applications.

Physical Demands or Requirements:  This role requires sitting at a workstation for extended periods of time, while working in a dedicated office space in your home environment.

Travel Requirements: This is a virtual first company and no travel is required to complete the responsibilities of this assignment.

Salary Transparency:

The expected salary for this position is $50,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HAS and 401(k) accounts, paid-time-off benefits such as vacation, sick, personal, floating holidays and company holidays. In addition, eligible annual bonuses, equity and commissions may be available for some positions.  

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HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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