Insurance Account Representative

The Insurance Account Representative answers questions and resolves problems initiated by insureds and carriers via telephone, mail, and e-mail. Most questions concern coverage, claims, cost, or billing and may require research or referral to resolve. Significantly contributes to business retention efforts.

The ideal remote candidate for this role will have previous Personal Lines insurance experience and reside in one of the following locations:
New York, New Jersey, Vermont, Connecticut, New Hampshire, Pennsylvania, or Massachusetts.

• Answers all incoming telephone calls promptly and professionally. Identifies and responds to questions or problems presented by insured in a manner that meets or exceeds client service level standards.
• Processes and responds professionally to inquiries received via email, fax or mail within established service levels.
• Accurately documents customer contact reasons and resolution in accordance with department protocol and completes applicable system and carrier website updates.
• Determines, analyzes and solves problems related to policies and billing issues. Successfully applies problem solving and time management methodology; balances multiple tasks as business needs arise while maintaining production and quality standards.
• Completes insurance coverage review with insureds and provides guidance as applicable. Obtains carrier quotes relating to endorsement changes and presents to insured. Refers requests for alternate carrier quotes to Retention Specialist team.
• Answers billing questions, accepts processes premium payments from customers and remits to applicable carrier.
• Uses de-escalation tactics when needed. Immediately reports escalated problems, service errors or anomalies to supervisor to effect prompt resolution. Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy.
• Develops and maintains product, procedural and technical systems knowledge.
• Maintains logs and production-related reports.
• Participates in business retention activities as directed by supervisor.

• High school diploma or general education degree (GED).
• 2 or more years of experience in customer service and/or sales, preferably in the insurance industry or equivalent combination of education and experience.
• Demonstrated proficiency with computers including MS Outlook, Word, Excel.
• Property & Casualty (P&C) or Personal Lines license is required.

At One
80 Intermediaries, base pay is one part of our total compensation package, which also includes a comprehensive suite of benefits, including medical, dental, vision, disability, life, and retirement savings, and 10 days of paid time off and 11 paid holidays for eligible employees. The total compensation for a position may also include other elements dependent on the position offered.

The expected pay range for this position is $21.00 - $23.00 plus discretionary bonus. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience.