Client Information Guide

SUMMARY:

The Client Information Guide is responsible for client contact (incoming and outgoing), from assigned direct contact campaigns, determining business and coverage needs, and assigning the lead to the appropriate carrier/brokerage.

ESSENTIAL FUNCTIONS: 

• Receive incoming client calls, from assigned campaigns, asking probative underwriting questions and identifying, based on appetite and/or client direct contact, to which carrier/brokerage the lead should be assigned 
• Enter the client lead information provided into Ask Kodiak, as needed, to determine to which carrier/brokerage the call will be transferred
• Utilize the Salesforce system to receive tasks including, but not limited to, phone calls, text messages, and email communications, completing them both accurately, and timely
• Schedule follow-up appointments with business owners/clients, as needed, to perform the underwriting triage at the time that works the best time for them
• Utilizing the GURU application, ensure the correct phone scripts are followed on all phone calls and messages
• Use in-office collaboration software (Slack/Teams) to consistently communicate with team and managers throughout the day
• Provide excellent customer service, maintaining established key performance indicators related to transfer rate, time active, attendance, leads worked, and call quality scores 
• Perform all actions relating to prospects, customers, colleagues, and carriers in a manner that will avoid issues involving potential errors and omissions
• Participate in seminars and other training, as required, to continue growth and development

ADDITIONAL RESPONSIBILITIES:

This job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or as required to support the essential functions. Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to effectively manage a high volume of incoming and outgoing client calls
• Ability to work and multi-task within a fast-paced, changing priority environment
• Intermediate PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.)
• Self-motivated, with the initiative to prioritize and be self-directed 
• Regular and punctual attendance is required
• Ability to communicate effectively, both verbally, and in writing
• Excellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels
• Ability to promote, and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency
• Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality

QUALIFICATIONS:

• A high school diploma or equivalent is preferred
• Previous insurance or call center experience preferred
• Current state-issued property and casualty insurance license, or the ability to quickly obtain, preferred

WORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:

• Fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities
• Ability to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently
• Ability to lift up to 20 pounds occasionally
• Requires operation of a computer workstation, including keyboard and video display 
• All requirements may be modified to reasonably accommodate physical or mental impairment