Customer Service Representative- Insurance

Howard Hanna Real Estate Services•Pittsburgh, PA

12d•$17 - $18•Onsite

About The Position

Like working hard, having the time pass quickly, and feeling a sense of accomplishment? Come join our dynamic team, named a Best Practices Agency by IA&B for the 4th year in a row! Our office is rapidly growing and we are looking to train the right individual to fit right into our company. We are currently seeking to fulfill a full-time position. Our Personal Account Representative will be responsible for providing exceptional service, educating our clients on coverage, and identifying revenue growth opportunities. Insurance industry or agency experience and knowledge is not required but would be beneficial. At Howard Hanna Insurance Services, we believe in protecting what matters most—your peace of mind. As a leading player in the insurance industry, we pride ourselves on our energetic team of professionals dedicated to delivering tailored solutions with exceptional service. Join a dynamic workplace that fosters growth, collaboration, and innovation. With our commitment to both clients and employees, there's no better place to build your career and make a real impact. Choose us, where your future is our priority!

Requirements

Principals ● Address difficult issues professionally and quickly ● Listen to learn and strengthen the agency ● Be relentlessly positive with the team ● Outlast the suck of adopting change ● Be driven to achieve the agency’s goals
Follow-Through Lives up to verbal and written agreements, demonstrating reliability and accountability, regardless of personal costs.
Adaptability Quickly and proficiently absorbs new information, demonstrating intelligence and adaptability in learning and applying new skills or knowledge.
Communication Communicates clearly and persuasively, both verbally and in writing, ensuring articulation without verbosity, and effectively convincing others when necessary.
Teamwork Promotes a collaborative environment by reaching out to peers and cooperating with supervisors, fostering strong team relationships and collective success.
Proactive Acts independently with initiative, bringing new ideas and solutions to the forefront, driving positive change and innovation within the company.
Organization Effectively plans, organizes, and schedules tasks, focusing on key priorities to enhance productivity.
Work Ethic Demonstrates exceptional productivity with minimal wasted effort, characterized by a dedication to working hard and efficiently. A proven track record of going beyond standard expectations, including the willingness to put in long hours when necessary to achieve outstanding results.
Excellence Sets and expects high standards for personal and team performance, striving for excellence and quality in all endeavors. Upholds the highest ethical standards, earns trust through actions, and maintains confidence by doing what is right, not just what is easy.
Receptive Maintains openness to feedback and criticism, soliciting input actively and responding calmly to enhance personal and team performance.
Please note candidates will be emailed an assessment upon applying. To be considered, candidates must complete the assessment and we will follow up upon reviewing

Nice To Haves

Insurance industry or agency experience and knowledge is not required but would be beneficial.

Responsibilities

Maintain a retention (premium and PIF) rate of 93% on the existing book of business
Complete 100% of the proactive renewal reviews assigned to you by reaching out to clients within the week they are assigned and completing the necessary follow ups. This improves the client relationship, generates opportunity and reduces remarketing to better support retention efforts.
Treat each client interaction as an opportunity to add value by educating the client on coverage options
Work efficiently and effectively with clients on their policies
Educate the clients on the benefits of having Howard Hanna Insurance as their independent agent and actively demonstrate the value of the independent agent
Follow agency cancellation and remarketing guidelines
Complete additional retention related focus projects when assigned
Generate additional revenue on the book of business
Review accounts when clients call in and work to improve coverage both through endorsements and coverage increases (Up sell)
Identify account rounding opportunities and proactively pursue them (Cross sell)
i. Identify coverages/policies that clients have outside of our agency
ii. Generate demand for coverage the client may not know is available (i.e. boat, umbrella, etc.)
Maintain a turnaround time of 24 hours on additional LOB requests, maximum 48 hours
Set proper expectations with the client on when they will receive the quote. Daily update to the client is required if quote is not able to be delivered when promised.
Bind coverage/issue new policies with a minimum goal of 2 new lines of business added per week to contribute to team efforts by accomplishing related results.
Provide outstanding service on claims, billing questions and endorsements
Work to manage clients’ expectations and complete the necessary follow ups to strengthen client relationships
Call return times- no voicemail is our goal. All calls to be returned within the hour when possible and must be returned the same business day.
Follow inbox expectations for requests being sent to [email protected]
Resolve product/service issues by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expedite correction or adjustment; follow up to to ensure resolution
Use every opportunity to confirm and update client contact information
Service Personal Lines accounts in a manner so as to eliminate gaps in coverage, thus reducing E&O exposures
Document the AMS management system h. Follow agency service standards on follow up and follow through
Positive attitude and efficient work ethic
Work to increase and improve efficiency on a daily basis. This includes always finding ways to streamline processes, using technology tools to the fullest and limiting general distractions
Possess and maintain a positive mental attitude, including positive working relationships with clients and agency personnel
Other responsibilities as directed by your manager