Hybrid Client Support Specialist, Personal Lines

at HUB International

• Job title: Client Support Specialist, Personal Lines
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $22 - $26 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Larkspur, United States

About the role

• Client Support Specialist providing exceptional service and support in selling and servicing insurance solutions. Collaborating with account managers for client retention and growth.

Responsibilities

• Provides professional, courteous service to our clients, carrier representatives, underwriters, business partners, and HUB colleagues, resulting in a rate of account retention that meets or exceeds expectations
• Provides a high level of support to our Sales staff in obtaining, maintaining, and expanding business
• May also be responsible for account rounding and the development of new business as appropriate and in accordance with standard practices, policies, and procedures
• Acts as liaison between clients and insurance carriers to resolve escalated complex service issues that require policy interpretation and experience-based judgment to resolve
• May also negotiate with underwriters and carriers
• Troubleshoots claims and billing issues
• Produce binders, certificates, endorsements, and other related items while verifying their accuracy
• Maintain controls on renewals and binders to ensure timely preparation and processing
• Prepare summaries of insurance, schedules, and proposals as needed for account review
• Remarket renewals, contact clients, create renewal proposals and handle other renewal activities in coordination with the producer and/or Account Manager
• Gather underwriting, pricing, and supporting data for preparation of submission
• Assist Producers and/or Account Managers in the premium collection process and handle accounting issues
• Responsible for follow up on delinquent accounts which have been set to cancel for non-payment by the carrier
• Refers current and prospective clients to other departments for solicitation of those lines of business
• Assist clients with claims when necessary
• Maintains accurate and organized account files by appropriately documenting conversations with clients and carrier representatives; updates all HUB computer systems and automated agency management systems; ensures the accuracy of data
• Performs other duties and projects as assigned.

Requirements

• High School Diploma / GED; College degree strongly preferred
• 1-2 years of related insurance experience (brokerage experience preferred) or equivalent combination of education & experience strongly preferred
• Preferred to be currently licensed in good standing in required lines and states but not required
• If unlicensed, must be willing to work towards obtaining license for required lines and states within 1 year of hire
• Ability to effectively and professionally communicate orally and in writing with internal and external customers
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Desire to learn and grow within the insurance industry
• Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately
• Confidence and demeanor to effectively interact with all levels within the organization
• Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients’ needs
• Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.
• Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions
• Ability to prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy
• Computer skills: proficiency with Microsoft Office Suite, Outlook and agency management systems
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

Benefits

• health/dental/vision/life/disability insurance
• FSA
• HSA
• 401(k) accounts
• paid-time-off benefits
• eligible bonuses