Customer Service Representative

About Specialty Program Group:

Our goal is to partner with industry-leading specialty businesses to provide them with the ability to achieve their goals and optimize their businesses. Specialty Program Group offers access to capital and investment, deep carrier relationships, creative thinking, product development and broad distribution, while allowing our businesses to maintain the essence of what makes them successful. Specialty Program Group delivers leading-edge specialty expertise backed by transformative digital capabilities and sophisticated data and analytics.

Summary of the Role:

A pioneer in insurance technology, Insureon operates the largest online insurance marketplace for small businesses in the U.S. Our proprietary technology platform enables business owners to easily compare and purchase the insurance they need. We also license this platform to select industry participants who are looking to more effectively service their own clients. We are integrated with every major U.S. carrier, manage over $400M in premium annually and are licensed in all 50 states.

We place a high value on having fun at work, personal and company integrity and teamwork, and we believe our success is truly a team sport. We foster a service mentality inside and outside our company and our fast-paced team is driven by results and is energetic about servicing our clients.

We believe that our team members know what work location will enable them to do their best work in serving our customers. As an eCommerce workplace, we have prioritized working as virtual-first and offer access to office space in our Chicago location as a resource to work from instead of a daily workplace.

We are looking for a Digital Customer Service Representative to join our firm. This role is viewed as a developmental position with the objective of obtaining the skills, proficiencies and sustained performance to support our Digital Producers and Account Managers through retaining and servicing the Insureon book of business.

This position is hybrid and can be located anywhere in the US.

Essential Functions and Responsibilities:

Approved State Licenses needed

Review of all bound policies for quality assurance

Process endorsements, certificates of insurance, and sending invoices

Process billing questions for new and renewal policies

Handle non-pay cancellation notices from Carriers to follow up for payments due

Post bind process and policy review

Identify cross sell opportunities

Coordinate and monitor account servicing

Ability to work directly with Carriers & within Carrier sites to process billing and endorsements needed for clients

Superior Microsoft Office experience

Strong organizational, customer service orientation & disciplined time management skills

Comfort level with out bound dialing and phone conversations with clients

Insurance experience preferred

Ability to communicate effectively with others via the phone and email

Experience with multi-tasking in a fast-paced environment

Comfort level with working remotely

Other duties may be assigned

Additional or Daily Responsibilities:

Assist the Producers and AM team members to act on alerts in the agency management system

Act as concierge for all clients post bind, answering their billing and servicing questions

1st term only, proactive email sent to clients advising who their Account Manager is with all contact information

Facilitate the post bind process and all policy review to maintain well documented Agency Management files, smooth customer transition from producer to account manager as well as timely policy deliverance

Support policy cancellation process

Assist with customer servicing requests from clients by working with internal teams and carrier service centers

Deliver excellent customer service to delight our customers in every online and offline interaction

Have a full understanding of the processes in our agency management system to be able to assist in the post bind process, process endorsements, cancellations, billing questions, LPR's and Certificates

Successfully be able to prioritize and support for all Producers and Account Managers

Coverage training and utilization of carrier trainings

Support client needs in a timely and well thought out manor to include answering and or making phone calls to clients, billing issues, audit questions, coverage inquiries, certificates of insurance or policy changes

Develop strong communication with Underwriters to build our relationship

Qualifications:

1-2 years of relevant experience.

Familiar with Customer Account Servicing in regulated/financial services experience preferred.

Education/Experience:

High School Degree Required

4 Year Degree Preferred

Computer Skills: Word processing, spreadsheets, email software and other related programs. Proficient at working with 3rd Party or Agency management systems, Various Web Applications, Client or Insureon Agent portals and other related online applications.

Physical Demands or Requirements: This role requires sitting at a workstation for extended periods of time, while working in a dedicated office space in your home environment.

Travel Requirements:

This is a virtual first company and no travel is required to complete the responsibilities of this assignment

Disclosure required under applicable state or municipality regulations: The expected salary range for this position is $45,000-$50,000 and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position's business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits, and eligible bonuses, equity and commissions for some positions.
• SPG

Department Account Management & Service

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here at /dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .

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