Job Description
Job Summary
The Account Representative, working under limited supervision, is responsible for performing a variety of customer service activities for agents and clients including answering customer inquiries, communicating/negotiating with the company, troubleshooting problems, handling renewals, and offering additional coverages. The role is responsible for supporting tasks associated with planning, preparation, documentation, and on-boarding of the new programs, as well as the ongoing relationship with the customers. The role also executes strategies to help build stronger relationships with current customers and new ones.
Job Responsibilities
Performs a variety of customer service activities for agents and clients such as handling a variety of incoming customer calls and emails including the following, answering inquiries from customers including coverage questions, policy changes, quotes, billing issues, and other issues, taking incoming claims calls and handling appropriately based on type of claim and handling certificate requests including related coverage updates, special language requests and underwriting issues.
Conducts account reviews periodically and enhances and strengthens existing accounts as needed with additional coverage.
Resolves disputes between customers, company, agencies and others while keeping appropriate parties informed of progress.
Works closely with agencies on advising agencies of critical events and follows agency's instructions within guidelines or procedures, writing generally simple bonds for customers as well as handling renewals, cancellations and non-renewals with care, legally saving all accounts when possible.
Documents work with appropriate activities in the management system.
Serves as a resource to Company's insurance team, whenever possible, and cooperatively responds to underwriting requests for additional customer information.
Utilizes company software and resources, agency management system, and software tools as needed to perform tasks and obtain necessary information (e.g. underwriting guidelines, forms, manuals).
Shares knowledge of industry updates (carrier changes, market trends, products) and stays informed of state-specific guidelines and requirements (coverages, underwriting rules, procedures, laws).
Supports the creation of an implementation project plan to identify key milestones deliverables regarding criticality, downstream impact if dates are missed and determine alternative/mitigating actions.
Supports identifying potential risks within the project and activities across internal teams to ensure the program deliverables are on track and understood.
Job Qualifications
Valid Property-Casualty agent license required first day of employment.
2 or more years of experience servicing commercial small business in a non-producing role.
Experience in a fast-paced, high call/email volume environment with the ability to multi-task.
Strong data entry/typing skills.
Excellent oral and interpersonal communication skills.
Strong math skills.
Understanding of general business flows, procedures, and systems.
Experience with word processing, spreadsheets, and other standard office automation software packages.
Experience handling confidential information.
Valid driver's license and a driving record that conforms to company standards.
High school graduate, GED or demonstrated commensurate experience.
Physical Requirements (specific to the role)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing, and working on a computer for extended periods of time) including one or more 9-6 EST shifts.
Ability to communicate effectively in a collaborative work environment utilizing various technologies such as: telephone, computer, web, voice, teleconferencing, e-mail, etc.
Ability to travel as required.
Location
Remote
Behavioral Competencies
Collaborates
Customer focus
Communicates effectively
Decision quality
Nimble learning
Technical Skills
Sales Operations
Customer Advocacy
Sales Support
Customer Relationship Management
Direct Sales
Sales Account Management
Data Analysis and Reporting
Customer Service
Customer Needs Analysis
Insurance Operations
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
Founded in 1848, Westfield is a global leader in property and casualty insurance, delivering superior risk insights and innovative solutions to customers through a diverse portfolio of insurance products. Westfield underwrites commercial, personal, surety, and specialty lines of coverage through a network of leading independent agents and brokers in the United States and specialty products through Lloyd's of London Syndicate 1200. As a mutual insurance company with more than 3,000 employees, Westfield has revenues in excess of $4 billion and more than $10 billion in assets.
Westfield celebrates diversity and is committed to inclusion. All qualified applicants receive consideration for employment without regard to race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, or status as a protected veteran.
