Client Services Advocate

Distinguished Programs

9d • $45,000 - $55,000 • Remote

About The Position

Distinguished is a leading national insurance Program Manager providing specialized insurance programs to brokers and agents with specific expertise in Real Estate, Community Associations, Hospitality, Fine Art/Collectibles, Restaurants, Inland Marine, Surety, Executive Lines, Marine Cargo, Crisis Management, Transactional Risk and Construction Professionals & Environmental. Distinguished partners with a select group of highly rated insurance companies to provide exclusive programs to our national network of 4,000 agencies and brokerages. You will have an opportunity to work with an energetic, passionate team that is committed to growth by helping our customers grow their business and building a best-in-class system, as well as a great place to work. Join our Urban Real Estate program as a Client Services Advocate specializing in Multi-Family, Landlord, Apartment, and Condo insurance for small urban and mixed-use properties. This position is responsible for supporting renewal activities, policy servicing handling including processing transactions such as premium determination, renewal review, endorsement request and claim evaluations, as well as responding to broker inquiries. Additionally, individuals in this role are responsible for following operational workflows and best practices while ensuring service levels are met and a positive customer experience is provided to internal and external partners. The individual is responsible to delight customers every day by providing exceptional, personalized customer service and actively listening to customer issues and questions showing interest, compassion, and empathy for the situation.

Requirements

• Minimum of 2 years' experience in a customer service or support role in commercial/personal lines.
• Bachelor’s degree or equivalent combination of education and experience.
• Property and Casualty insurance license preferred (6 months preparation time permitted).
• Strong attention to detail, time management and decision-making skills
• Ability to work effectively independently and within a collaborative team-oriented environment using sound judgment in decision-making
• Excellent communication skills, both verbal and written, including the ability to listen and then to respond appropriately. Customer Service Oriented!
• Promote teamwork and organizational success, while accepting accountability and ownership, celebrating successes, and learning from past mistakes
• Must be self-driven, detail-oriented, comfortable in a growing ever-changing organization, and have strong organizational skills including time-management and prioritization.
• Some travel may be required sometimes.

Responsibilities

• Serves as primary service contact to ensure superior customer experience & manage inbound emails and phone calls to resolve inquiries and troubleshoot
• Provide best in class customer service to internal and external customers, executing follow-through to achieve first contact resolution and improve next call avoidance
• Maintain a knowledge base of general insurance concepts and terms and understand strategy, territory appetite and key agent partners to achieve growth and profitability goals.
• Assist in recommendations and enhancements to continually improve the customer experience (workflow, systems, knowledge) to increase efficiency and minimize misdirected calls and emails.
• Supports renewal activities; renewal issuance, endorsement/document request, claim reviews, file documentation, handles legal notice requests and inquiries and evaluation of loss control reports
• Updates work management system statuses throughout the cycle of the policy and monitors work in queue & maintain diligent record keeping of disposition of inbound inquiries
• Cultivates strong business relationships (internal and external) by proactively communicating and conveying ownership and commitment & building report, credibility, and trust.
• Demonstrates working knowledge of underwriting systems, workflows, procedures, and compliance rules and underwriting guidelines.

Benefits

• $45,000 - $55,000 base salary plus bonus. Salary commensurate with knowledge, skills, experience, and geographic location.
• Summer Fridays (Leave at 2:00PM all Fridays from Memorial Day to Labor Day).
• Great healthcare coverage including Medical, Vision, and Dental.
• 401k with company match. Immediately 100% vested.
• Life, AD&D, Critical Illness, Accident, and Disability (short-term & long-term) insurance.
• Growth and development opportunities.
• Work-Life Balance and wellness benefits with generous time off policy including PTO and paid holidays, Dependent Care FSA, Healthcare FSA, Virtual Telemedicine, Employee Discount Programs, Paid Parental Leave, HSA, HRA, Commuter/Transit FSA, and a Sabbatical every 7 years.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level