Personal Lines Concierge

Job description

ABOUT HUB: In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the worlds' largest insurance brokers, our focus is dedicated to providing our customers with the peace of mind that what matters most will be protected-through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one-of -a kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community. THE OPPORTUNITY: The Personal Lines Concierge serves as a frontline point of contact for personal lines clients, triaging and routing inbound calls and written inquiries to the appropriate resource. Working in support of Account Managers and Senior Account Managers, the Personal Lines Concierge ensures clients are connected quickly and professionally to the carrier service center, account management team, or other resource best suited to their needs. DUTIES & RESPONSIBILITIES: Receive and distribute high-volume inbound client contacts across multiple channels Assess client needs and route to the appropriate resource with context and continuity Provide coverage and distribution support during account manager absences or high volume periods Communicate with company personnel regarding the client's needs and/or issues Process change requests as specified by the account manager Input and maintain data in the agency management system as required Responsible for scanning and attaching communications and documents as required Performs other duties and projects as assigned QUALIFICATIONS: High School or equivalent P & C Insurance Producer License Required within 90 Days of Start Obtaining and maintaining a P& C Insurance Producer License within 90 days of start date is a condition of employment. KNOWLEDGE / SKILLS / ABILITIES: Previous office or call center experience strongly preferred Experience managing high-volume phone queues Exceptional customer service skills Excellent organizational, interpersonal, and communication skills Proven ability of working in a successful team environment Strong data entry skills Ability to multitask effectively, including navigating multiple systems simultaneously while managing live client interactions Strong attention to detail Proficient in Microsoft Word, Excel, Outlook, Teams, and internet utilization Confidence and demeanor to effectively interact with all levels within the organization Ability to handle difficult or emotional customer situations promptly and professionally Applied Agency Management System (EPIC) experience preferred WORKING CONDITIONS AND PHYSICAL DEMANDS: The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit; use hands, fingers, and talk or hear. The employee must occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision on computer monitor. WHY CHOOSE HUB? Throughout our network of more than 450 HUB offices in North America, we offe...