Insurance Specialist, Life and Health

This position is responsible for book of business policy renewal activities and customer support for Insperity Insurance Services (IIS). This position works in an insurance agency environment and is responsible for supporting and meeting the service needs of all clients, their employees and internal Service and Sales team members who seek information from IIS.

Responsibilities

Maintains comprehensive knowledge of all IIS Life & Health products and services, as well as applicable regulations; Acts as team resource to provide retention approach strategy for client during life cycle; Maintains a working knowledge of eligibility, open enrollment and qualifying events for Life & Health products; Meets retention and production goals and objectives as established; Supports Senior Insurance Specialists in initiating large group renewals, processing invoices, issuing ID cards and processing client portal access; Handles incoming service calls from customers and processes customer policy change requests; Conducts policyholder insurance needs analysis, at renewal or as otherwise necessary; Maintains excellent customer service standards to ensure customer satisfaction and responds timely to all service requests in a friendly and helpful manner; Treats each customer contact as a cross and up-sell opportunity; Documents and follows through on service issues; Verifies phone numbers, addresses and email addresses with each customer contact and updates agency management systems, as needed; Maintains client relationships with scheduled follow up phone calls and/or emails and follows up with customers to assure satisfaction, responds to queries, solicits further sales, and solves or escalates unresolved issues; Maintains accurate/timely account status in IIS Agency Management and/or Salesforce; Fosters strong relationships with customers to meet business unit client retention goals and company loyalty objective; Provides feedback to management regarding potential trends related to reported service issues; Collaborates with internal constituents to maintain highest level of customer service quality and productivity; Creates and/or generates business metrics reports as requested; Follows all rules and regulations as it applies to HIPAA and all other applicable insurance regulations in a professional manner and maintains compliance with training requirements in regard to such regulations; Assists in the accomplishment of Insperity Company goals; Helps other employees to accomplish Insperity Company goals; Performs other duties as may be assigned by department supervisor; Participates in the Disaster Recovery plan as required

Requirements

High School Diploma or equivalent is required; One to four years of related work experience is required; Valid Insurance license for Life and Health Lines is required; Ability to thoroughly understand and follow all underwriting, rating and compliance requirements; Willingness to learn, be intuitive and resourceful and be coachable; Upbeat, positive and enthusiastic attitude; Proficiency to multi-task, follow-thru and follow-up; Excellent Communication/interpersonal skills; Professional phone etiquette; Career minded vision; Excellent Spelling and Grammar skills; Great Customer Service Skills; Problem-Solving Capabilities; Ability to work well with other employees and act as a team player with a positive attitude; Proven analytical aptitude and ability to work toward specific measurable performance targets; Strong organizational skills with excellent ability to commit to and follow through on tasks with minimal supervision; Ability to interpret, communicate and summarize orally and in writing, complex issues, conclusions and decisions related to all aspects of customer service, client renewals and client retention; Proficient in the use of Microsoft Office (especially database programs) and demonstrated ability to learn other application programs as needed

Nice to have

Bachelor's Degree in a related field

Benefits

Flexibility; continuous learning programs; mentorship opportunities; ongoing training; generous paid time off; top-tier medical, dental and vision benefits; health & wellness support; paid volunteer hours