What are the responsibilities and job description for the Customer Specialist - Internal Agency position at Acuity?
Acuity is seeking a Customer Specialist - Internal Agency to be involved in our proactive, high-touch approach to assisting prospective, current, and Acuity Service Center policyholders on the phone and through chat/email in our internal agency.
ESSENTIAL FUNCTIONS:
- Employ critical thinking and decision-making skills to dynamically offer solutions.
- Handle telephone requests and monitor service e-box. Handle requests and miscellaneous correspondence in a prompt, accurate, and courteous manner.
- Make proactive welcome calls to new policyholders to introduce Acuity and our suite of online resources. Make proactive welcome calls to new policyholders in the service center.
- Provide a high level of support in maintaining, expanding, and servicing personal lines and small commercial accounts through phone, email, chat, and fax requests.
- Prepare Auto ID Cards, Evidence of Property, Summaries of Insurance, Certificates of Insurance, and Binders in the agency management system.
- Prepare Pre-Renewal packets and maintain underwriting and marketing information.
- Review policies during the Pre-Renewal process with a licensed agent to identify possible coverage concerns / determine coverage recommendations for the policyholder.
- Maintain electronic files.
- Alert Management of potential Errors and Omissions immediately upon discovery.
- Regular and predictable attendance.
- Performs other duties as assigned.
EDUCATION:
High school diploma. Post-secondary education is helpful. Willingness to participate in a future licensing class to obtain a Wisconsin Property and Casualty insurance license is required.
EXPERIENCE:
Thorough understanding of Personal and/or Commercial Lines insurance products. Three to five years of experience in the insurance industry. Two years of phone queue experience.
OTHER:
- Reliable, responsible, creative self-starter with a positive attitude, attention to detail, and strong verbal / written communication skills.
- Ability to work independently and with a team; capacity to work under pressure.
- Strong telephone and listening skills.
- Computer knowledge with solid keyboarding skills. Willingness to learn Applied/Epic Agency Management System. Proficient in Word and Excel. Ability to achieve 6,000 - 6,500 keystrokes per hour on alphanumeric data entry with minimal errors.
- Ability to efficiently utilize emerging technology to service customers of all generations.
- Willingness to provide telephone coverage until 6:00 pm several times each month. The primary schedule will be established based on call volume and the team's staffing model.
This position is classified as exempt. The salary range for this position is $44,650 - $49,350 annually. This salary range is an estimate and the actual salary will vary based on applicant's education, experience, knowledge, skills, and abilities. Employees must reside in Acuity's operating territory. Click here and scroll down to review.
We are an Equal Employment Opportunity employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
Salary : $44,650 - $49,350
