Client Information Guide

INSURICA INC • Norman, OK

2d • $18 - $18 • Onsite

About The Position

The Client Information Guide is responsible for client contact (incoming and outgoing), from assigned direct contact campaigns, determining business and coverage needs, and assigning the lead to the appropriate carrier/brokerage. This role involves receiving incoming client calls, asking underwriting questions, and assigning leads to the correct carrier/brokerage using systems like Ask Kodiak and Salesforce. The position also requires scheduling follow-up appointments, adhering to phone scripts using the GURU application, communicating with the team via Slack/Teams, and providing excellent customer service while meeting key performance indicators. The role also involves performing all actions in a manner that avoids errors and omissions and participating in training for continued growth.

Requirements

• Ability to effectively manage a high volume of incoming and outgoing client calls
• Ability to work and multi-task within a fast-paced, changing priority environment
• Intermediate PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.)
• Self-motivated, with the initiative to prioritize and be self-directed
• Regular and punctual attendance is required
• Ability to communicate effectively, both verbally, and in writing
• Excellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels
• Ability to promote and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency
• Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality

Nice To Haves

• A high school diploma or equivalent is preferred
• Previous insurance or call center experience preferred
• Current state-issued property and casualty insurance license, or the ability to quickly obtain, preferred

Responsibilities

• Receive incoming client calls, from assigned campaigns, asking probative underwriting questions and identifying, based on appetite and/or client direct contact, to which carrier/brokerage the lead should be assigned
• Enter the client lead information provided into Ask Kodiak, as needed, to determine to which carrier/brokerage the call will be transferred
• Utilize the Salesforce system to receive tasks, including but not limited to phone calls, text messages, and email communications, completing them both accurately and timely manner
• Schedule follow-up appointments with business owners/clients, as needed, to perform the underwriting triage at the time that works best for them
• Utilizing the GURU application, ensure the correct phone scripts are followed on all phone calls and messages
• Use in-office collaboration software (Slack/Teams) to consistently communicate with the team and managers throughout the day
• Provide excellent customer service, maintaining established key performance indicators related to transfer rate, time active, attendance, leads worked, and call quality scores
• Perform all actions relating to prospects, customers, colleagues, and carriers in a manner that will avoid issues involving potential errors and omissions
• Participate in seminars and other training, as required, to continue growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree