• Provide exceptional customer service to all internal and external customers.
• Follow up with Members referred to the insurance agency by branch, Member Service Center, or other departments to assist with insurance needs.
• Quote and bind new policies from leads or from existing insurance book.
• Assist customers with insurance questions, provide coverage options, and resolve problems as appropriate.
• Complete worksheets to facilitate insurance quotes and product claims.
• Provide consistent, accurate, and timely communication to insureds through, verbal, electronic, and written correspondence.
• Inform and educate customers about coverage, exclusions, and exposures.
• Maintain client files in the AMS and use the AMS for processing all transactions and documentation.
• Facilitate and respond promptly and appropriately to daily incoming mail, email, and phone insurance leads.
• Handle cancellations with care and act to save accounts, when possible.
• Assist in preparing proposals and applications, submit appropriately and follow up to ensure timely responses.
• Provide technical support to Agents with coverage, proposal, and suspense items.
• Assist in making appropriate coverage changes; inform and educate clients about coverage’s, exclusions, exposures, and audit and document accordingly.
• Renew and re-market accounts as needed in conjunction with agency standards.
• Maintain files accurately and consistently documenting conversations.
• Order and issue binders, certificates, policies, endorsements, and other related items; verify accuracy; forward to client with appropriate correspondence.
• Review audits of policies; verify accuracy and facilitate corrections, as needed, between client and carrier.
• Coordinate billing and invoice accordingly.
• Update Epic system using the Epic guidelines.
• Set priorities and manage workflow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
• Request necessary paperwork that is not received from customers or Insurance Department employees.
• Work with credit life and disability, payment protection, GAP & MBP insurance carriers to process claims.
• Assemble and record paperwork for insurance sales as needed.
• Organize and complete both customer and insurance company inquiries.
• Work with Insurance team to process documents for insurance sales and renewals as needed.
• Complete daily, weekly, and monthly lead and sales tracking reports.
• Research and solve Member problems and complaints in an accurate and timely manner.
• Update database of customer information.
• Perform all functions in a security conscientious manner.
• Establish systems to facilitate insurance transactions more efficiently.
• Monitor the response time for insurance quotes, sales, and service response.
• Implement new CUSO/credit union related products and services with other employees of RCU Insurance Services.
• Provide feedback on marketing efforts.
• Visit branches/departments to promote the insurance agency.