Agency Solutions Coordinator

The Agency Solutions Coordinator position is responsible for resolving general service inquiries including billing discrepancies questions on forms/conditions and escalated service issues from Commercial Insurance Agents. This role is designed to be the first point of contact for agents and have ownership of each case from start to finish to ensure agent's needs are met and problems are resolved. This position will work closely with Underwriting and other business partners, including Billing to provide resolution.

Major Responsibilities:

• Provide timely customer service to incoming correspondence via email or phone calls

• Assume ownership and manage each case from start to finish. Respond to customer (internal/external) inquiries and requests in an efficient, accurate and professional manner to achieve an optimal outcome

• Exhibit empathy to understand the needs of dissatisfied agents and/or customers.

• Demonstrate the ability to establish strong relationships and build trust with key stakeholders, including Agents, Billing and Operations departments and across Commercial Insurance Underwriting and business partners.

• Navigate across multiple commercial systems and applications to research, analyze and resolve general inquiries from agents including questions on forms and conditions, service escalations, billing and discrepancy issues.

• Advanced knowledge of Commercial insurance principles, company products and underwriting guidelines

• To ensure complete resolution of all customer inquiries; cases will need to managed end to end service with other business partners

• Gather, organize, and analyze reports/information to assist Agents and Underwriters to determine next steps.

• Know and comply to corporate policies, regulatory standards, internal business processes, and procedures while processing work and meeting/exceeding service performance and quality standards

• Maintain performance standards within a fast-paced environment

• Work effectively in a team environment using professional interpersonal and communication skills

• Be able to adapt and thrive in an atmosphere of change

• Handle additional job responsibilities as assigned by the Supervisor/Manager; accepts projects as assigned by the Supervisor/Manager