Client Service Associate, Personal Lines

About the role

The Personal Lines Client Support Specialist is responsible for providing exceptional service to our clients and their co-workers. They work collectively with assigned account managers to provide support in selling and servicing to our current and new clients. DUTIES & 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
• Willing to obtain P&C License within 24 Months
• KNOWLEDGE / SKILLS / ABILITIES:
• 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.
• WORKNG CONDITIONS AND PHYSICAL DEMANDS:
• This position primarily involves remaining in a stationary position for the majority of the workday.
• The person in this position frequently communicates with colleagues and clients both in person and on the telephone; Must be able to communicate and exchange accurate information.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position needs to occasionally move about inside the office to ac

Additional Information

ABOUT HUB: In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the worlds' largest insurance brokers, our focus is dedicated to providing our customers with the peace of mind that what matters most will be protected-through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one-of -a kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community.

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