Insurance Solutions Specialist

TekWissen ®

Worcester County, MA, USA

Published: 6/14/2022

Full Time

Job Description

Job Title: Insurance Solutions Specialist

Location: Worcester, MA or Howell, MI

Duration: 4-6 Months

Job Type: Temporary Assignment

Work Type: Hybrid

Shift Timings: Monday through Friday (7:00 AM to 9:30 PM Eastern time) and a rotating Saturday (9:00 AM to 5:00 PM)

Pay Rate: $25.00 - $25.00/Hr

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.

Job Summary:

An Insurance Solutions Specialist is responsible for providing exceptional insurance services to policyholders, agents, and other stakeholders via inbound/outbound phone calls, emails, fax and/or other communication channels.

The successful employee in this role has the ability to take a consultative approach listening to clients’ needs, understanding their unique situations, and tailoring insurance solutions accordingly.

They build relationships based on trust, ensuring clients receive the right coverage for their unique needs.

They proactively look for opportunities to increase the value proposition of the CSC and independently seek out opportunities to meet the needs of the policyholder.

What You'll Be Doing:

Through a comprehensive account review process, be able to effectively and accurately explain those products and coverages to policyholders and answer any questions.

Successfully offer products and coverages to meet policyholder needs.

Process transactions and have consultative conversations to respond to policyholders’ stated needs, identify unstated needs and take appropriate action to ensure a well-rounded account.

Accurately relay information and make decisions using established underwriting guidelines, procedures, and philosophy for states in which we are licensed to do business.

Must use established guidelines and techniques such as timeliness, quality, and effectiveness to respond to all inquiries.

Recommend and/or sell additional or increased coverage in appropriate situations and within specified carrier guidelines.

Provide insurance quotes to policyholders as required.

Review incoming correspondence, request additional details when needed and draft written communications in response to service requests received from policyholders and agents within current service level guidelines.

Independently interpret and verify coverages and data.

Documents each interaction and enters information into multiple systems with accuracy and concision.

Adherence to Workforce Management is required.

Up to ninety percent (90%) of the role is time spent on the phone.

Compliance with state and federal regulations and trustworthiness are paramount.

Utilizes appropriate resources and training materials.

Serves as a resource to peers.

Participates in relevant meetings, training and project work as assigned.

May perform other duties as required.

Key Measures of Success (Should Align With Goals):

Efficiency Performance Metrics Including, But Not Limited To:

Average handle time.

Schedule adherence & availability.

Production targets.

Customer Service and Quality Targets (Measured Individually or at Group Level) Including, But Not Limited To

Service feedback and survey responses.

Call listening feedback and quality scores.

Eliminating need for caller to call back.

Improving policyholder retention.

What You Need to Have:

Essential Skills & Experience:

Typically, has at least 2-4 years of experience in either an agency or working for a carrier.

Prior call center/contact center experience strongly preferred.

Must have or secure and maintain appropriate state license(s) and continuing education credits.

Possesses strong customer service and sales skills and behaviors.

Ability to cultivate business relationships in key departments.

Able to take ownership of issues, overcome obstacles, be flexible and find common ground for resolution.

Exhibits organization’s values, positive attitude and patience when communicating with customers.

Strong organizational and time management skills.

Demonstrates strong written and verbal communication skills.

Thinks critically and independently anticipates, recognizes, identifies, and develops solutions to problems in a timely manner and within department service level guidelines.

Demonstrates flexibility in responding to changing situations, requirements, or priorities.

Support an environment of teamwork and collaboration.

Demonstrate proficiency on computer applications such as MS Teams, Excel, Word, Outlook, other operating software systems, etc. and the ability to use multiple applications and monitors simultaneously.

Core Competencies:

Problem Solving/Judgment:

Thinks critically and anticipates, recognizes, identifies, and develops solutions to problems in a timely manner independently or with little assistance.

Consultative Communication:

Uses professional or technical expertise to advise, intervene, and/or influence a policyholder or partner over whom there is no direct authority.

Accountability:

Proactively identifies present and future obstacles, issues, and opportunities.

Takes actions to address such obstacles, issues, and opportunities and provides awareness to stakeholders as needed.

Flexible and Agile:

Easily adapts to new, different, or changing situations, requirements, or priorities.

Has an understanding and appreciation of individual differences.

Business Acumen:

Demonstrates knowledge of insurance business including product offerings, financial position, distribution channels, and service strategies.

Physical Demands and Work Environment:

Ability to use a personal computer and other standard office equipment.

Ability to sit and/or stand for extended periods.

In office presence may be required.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.