REMOTE Licensed Insurance Agent

SUMMARY

The Licensed Insurance Agent, I (LIA, I) receives inbound calls from our client’s residents requiring assistance with RealPage Insurance products.

The LIA, I will quickly respond to the call, identify the needs of the client’s resident, accurately record all issues in our proprietary CRM and provide a high first-call resolution.

The LIA, provides excellent customer service by responding promptly to all inbound calls related to insurance policies and provides assistances with payments, billing issues, website troubleshooting and some claims & coverage inquiries and servicing inquiries requiring a Property & Casualty Insurance License.

PRIMARY RESPONSIBILITIES

• Processes policyholder servicing transactions accurately and within a timely manner while following various regulatory and compliance rules from the Dept of Insurance as well as various external insurance carrier guidelines and internal policies and procedures.
• Responds to inbound phone calls and assists renter’s insurance policy holders with servicing transactions, such as processing payments, answering billing inquiries, website navigation, and some claims & coverage inquiries.
• Also responsible for assisting renters with policy rewrites and policy edits.
• Processes policyholder servicing transactions accurately and within a timely manner.
• Understands aspects of internal billing system as it pertains to policy coverage. Identifies and communicates transactions;

evaluates and makes decisions regarding payment plans and alternative payment arrangements.

• Manges and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
• Utilizes online reference materials to provide confident, accurate, and efficient information.
• Develops and maintains product, procedural and technical systems knowledge.
• Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and internet.
• Accurately documents tasks and customer interactions as required in our CRM.
• Other duties as assigned.

REQUIRED KNOWLEDGE / SKILLS / ABILITIES

• Property & Casualty Insurance License.
• Can be obtained within 30 days of hiring.
• Excellent customer service and verbal / written communication skills.
• Strong computer skills in PCs and Internet computing.
• Minimum 2-year experience in a call center or customer service role.
• Ability to type at least 45 words per minute and accurately capture detailed information.
• Previous insurance experience preferred, but not required.
• Flexible with work hours to meet Contact Center hours of operation and workload needs as manager schedules (including availability to work overtime as required).
• Excellent problem-solving skills required.
• Exhibits professional demeanor, is accountable, accurate, customer friendly.
• Computer literate, working knowledge of Microsoft programs including Outlook, Excel, and Word, and proprietary company systems.
• Able to sit or stand for frequent periods in the same location with some opportunity to move about.
• Strong organizational ability; must be able to handle multiple tasks simultaneously.
• Detail orientated.
• Proficient knowledge of MS Word and Excel required; general offices skills such as data processing, filing, emailing, and faxing.
• Excellent language and communication skills (written and verbal).
• Must be able to work well with individuals at all levels in and out of the organization.
• Ability to appropriately manage confidential information is extremely important.
• Excellent problem-solving skills.
• Able to learn new processes and tools in a fast-paced environment.
• Overtime may be required in order to meet deadlines.

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