Job Description
Role: Insurance Solutions Specialist
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Duration: Average 4-6 months temp to hire employment
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Location: Howell, MI and Worcester, MA (Hybrid)
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Position Overview
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We are seeking an Insurance Solutions Specialist to provide exceptional insurance service and consultative support to policyholders, agents, and other stakeholders through inbound/outbound calls, email, fax, and other communication channels.
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The ideal candidate will have strong insurance, customer service, and sales experience, with the ability to understand policyholder needs, explain coverage options, process transactions, and recommend appropriate products while following established underwriting guidelines and regulatory requirements.
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Key Responsibilities
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- Conduct comprehensive account reviews and accurately explain insurance products, coverages, and policy information.
- Handle inbound and outbound customer calls, with up to 90% of the role spent on the phone.
- Take a consultative approach to identify both stated and unstated policyholder needs.
- Recommend and sell additional or increased coverage within established carrier guidelines.
- Provide accurate insurance quotes and assist policyholders with coverage-related questions.
- Process policy transactions accurately while following established procedures and underwriting guidelines.
- Review incoming correspondence, request additional information when necessary, and prepare written responses to policyholders and agents.
- Independently interpret and verify coverage information and policy data.
- Document customer interactions accurately and concisely across multiple systems.
- Follow state and federal insurance regulations, licensing requirements, service-level guidelines, and compliance standards.
- Maintain strong schedule adherence and workforce management practices.
- Utilize available resources and training materials and serve as a resource to peers.
- Participate in meetings, training, projects, and other assigned activities.
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Key Performance Measures
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- Average Handle Time (AHT)
- Schedule adherence and availability
- Production and efficiency targets
- Customer service and quality scores
- Customer feedback and survey results
- Call monitoring/listening scores
- First-contact resolution and reduction of repeat calls
- Policyholder retention
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Required Qualifications
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- 2–4 years of experience in an insurance agency or insurance carrier environment.
- Prior call center/contact center experience strongly preferred.
- Must possess or obtain and maintain required state insurance license(s) and continuing education credits.
- Strong customer service and sales skills.
- Ability to build and maintain effective business relationships.
- Strong problem-solving, decision-making, and critical-thinking skills.
- Ability to take ownership of issues, overcome obstacles, and find effective resolutions.
- Strong written and verbal communication skills.
- Excellent organization, time management, and multitasking abilities.
- Ability to adapt to changing priorities, requirements, and customer situations.
- Strong teamwork and collaboration skills.
- Proficiency with Microsoft Teams, Excel, Word, Outlook, and other business applications.
- Ability to work with multiple applications and monitors simultaneously.
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