Insurance Agency Service Associate

The Philadelphia Contributionship is the oldest successful property and casualty insurance company in the United States, having been founded by Ben Franklin in 1752.  We write homeowners insurance in Pennsylvania, New Jersey, Delaware, Maryland and Virginia.  We have an A- (Excellent) rating from A.M. Best and have been consistently recognized as a “Top Workplace” in the region.  We have an opportunity for a Service Associate to provide service to the customers of our in-house agency known as The Franklin Agency.

POSITION RESPONSIBILITIES:

• Answer and provide service for in-bound customer calls to the Franklin Agency.
• Provide administrative support in managing various tasks and assignments including data entry and the maintenance of electronic client files in the agency management system (Hawksoft).
• Collect detailed information to identify service needs, providing detailed messages to the Franklin Account Rep for efficient replies/ responses to customer needs.
• Ask investigative questions to complete customer profiles at the direction of your manager and/or the Franklin Account Executive(s).
• Respond to and resolve issues regarding policy information by researching, analyzing, and responding to policyholder, underwriter and mortgage company inquiries by letter, email or phone.
• Ensure that daily downloads from carriers into the agency management system are matched properly to customer files.  Ensure that any unmatched downloaded data is handled properly, including research to complete tasks correctly.  When necessary, create customer shell files to allow future downloads to complete successfully.
• Process manual changes for all perpetual policy endorsements and renewals.
• Meet or exceed all established service standards for timeliness and quality of response to customers.

MINIMUM EDUCATION AND EXPERIENCE:

• Current Property/Casualty License strongly preferred & encouraged if not licensed.
• Prior experience in personal lines insurance and/or similar financial services preferred.
• Superior customer service skills – verbal & written communication with prospects and customers.
• Basic understanding of common computer products & systems – Office 365, agency management software, policy administration software
• Strong sense of urgency and focus on delivering highly responsive solutions.
• Office knowledge, technical knowledge (regarding phone systems, faxing, e-filing, e-signing)
• Must be energetic, outgoing and committed to providing superior customer service.
• Demonstrated ability to de-escalate conflict and deal effectively with difficult customers.
• Strong ability and willingness to multi-task and learn new tasks and responsibilities.
• Articulate & professional phone demeanor.
• High school graduate – some college or pursuit of degree preferred.