Personal Lines Assistant Account Manager - First Call Resolution

HUB International•Indianapolis, IN

1d•Onsite

About The Position

The Assistant Account Manager in the First Call Resolution Team supports the delivery of excellent customer service to clients regarding insurance, billing, and administrative questions. This role focuses on processing client requests, handling routine service tasks, and escalating complex or at-risk situations to the Team Lead or Producer. The Assistant Account Manager contributes to the retention of a profitable PL book of business by performing the job duties and responsibilities listed below.

Requirements

Strong communication skills, both verbal and written
Superior customer service and problem-solving skills
Proficient with computer systems, including but not limited to Microsoft Office and EPIC
Strong contributor in a team environment
Maintains a high level of personal accountability
Organized and able to focus on the task at hand
Reliable with a strong work ethic
Professional appearance is a must
High school diploma required
Valid Property/Casualty insurance license required (or ability to obtain within 90 days of hire)

Nice To Haves

Previous experience in a customer service role preferred
Previous experience in financial services, banking, or insurance is a plus but not required

Responsibilities

Professionally answers phones and handles callbacks in a timely manner.
Receives incoming calls from customers regarding billing questions, basic policy inquiries, endorsement requests, and other routine service needs.
Acts as a triage point, connecting clients with the appropriate party – sales, retention, Team Lead, or other departments – when matters fall outside the scope of this role.
Processes client endorsement requests following agency standards and procedures.
Escalates coverage recommendation questions or complex changes to the Team Lead or Producer.
Develops and maintains relationships with agency clientele to ensure service needs are met while adhering to agency standards and procedures.
Provides consistent, accurate, and timely communication to clients through verbal and written correspondence.
Assists with educating clients on basic property and casualty insurance questions, referring more complex coverage consultations to the Team Lead or Producer.
Identifies and refers cross-sell, upsell, and referral opportunities to the appropriate team members.
Reduces E&O exposure by adhering to agency standards for EPIC activity codes, descriptions, and documentation.
Utilizes the processing team and carrier service centers based on agency procedural standards.
Takes initial claims information from clients and routes to the appropriate carrier claims department.
Escalates complex claims situations to the Team Lead.
Communicates regularly with the Team Lead on at-risk accounts for escalation and proper resolution.
Performs other duties as assigned by leadership.
Maintains active insurance license and actively participates in department meetings.

Benefits

Competitive salaries and benefits offerings
Medical/dental/vision insurance and voluntary insurance options
Health Savings Account funding
401k matching program
Company paid Life and Short-Term Disability Plans
Supplemental Life and Long-Term Disability Options
Comprehensive Wellness Program
Paid Parental Leave
Generous PTO Package - Vacation, Holiday, Sick, and Personal Time Off
Great work/life balance
Focus on creating a meaningful environment through employee engagement events
The ability to be a part of a motivated, winning team with the opportunity to learn from colleagues who are amongst the top talent in the industry!
Growth potential - HUB is constantly growing and so can your career!
A rewarding career that helps local businesses in the community
Strong community support and involvement through HUB Gives