POSITION SUMMARY:

The successful candidate will provide client service assistance and support to specified producers and their commercial clients by telephone and E-mail. Provide ongoing support to clients in person including on-site visits to the client Assist with both new client presentations and renewals by performing the following duties:

JOB DUTIES:

• General Duties
• Work collaboratively and cooperatively with others, with a commitment to a workplace of dignity and respect, in compliance with equal employment opportunity standards and regulations.
• Accept coaching and direction from supervisors and managers, in compliance with the Agency's policies and procedures.
• Ability to field telephone inquiries from clients about their current coverage and insurance contracts as well as general questions about insurance.
• Assist in the resolution of claims issues with carriers.
• Provide ongoing, in-person consulting with assigned clients to maximize our retention of accounts. This may entail coordinating service issues with the account service manager assigned to the account and, if needed, assisting personally with the resolution of complex service and billing issues Follow established departmental and agency processes and procedures, tracking activities, client history, and communication with client and documenting them in agency system.
• When requested, monitor specified producer email inbox so general and time-sensitive client service requests can be handled while they are out of the office.
• Assist CSMs with technical coverage and contract reviews.
• Renewal Clients
• Ability to work with producer to determine client's needs at renewal and then coordinate the data collection and proposal preparation of appropriate proposals from insurance carriers to meet those needs within a specified timeline.
• Work with producers on renewals and coordinate internal functions so that the producer receives all necessary renewal information and proposals on a timely basis.
• Lead the Renewal Timeline process, including:
• Assist producer and often times lead the marketing effort of commercial accounts to the carriers at renewal including gathering of the necessary data from the client, analysis of carrier proposals for suitability to the client's needs and negotiation of final rates and coverage with carriers and other vendors as appropriate.
• Work with marketing team or Client Service Manager to prepare renewal for submission to marketplace.
• Follow up marketing team/CSM and/or carriers to make sure that proposals are received on timely basis.
• Work with marketing team/CSM to review for accuracy the quotes and proposal to client.  Where necessary, compare and illustrate coverage options for internal or external presentation.
• Coordinate the preparation of renewal presentation package with internal staff and assist producer with the presentations of the renewal to major clients.
• Coordinate client renewals and provide other services as required so that producer can maximize time for new business production.
• New Business
• Provide analysis assistance to producer for new prospects related to W3 Advantage Services.
• Assist the producer and often times lead the marketing effort of commercial accounts to carriers, including gathering of the necessary data from the client, analysis of carrier proposals for suitability to the client’s needs and negotiation of final rates and coverage with carriers and other vendors as appropriate.
• Follow up marketing team/CSM and/or carriers to make sure that proposals are received on timely basis.
• Work with marketing team/CSM to review for accuracy the quotes and proposal to client.  Where necessary, compare and illustrate coverage options for internal or external presentation.
• Coordinate the preparation of insurance proposal with internal staff and assist producer with the presentation to prospect/client.
• Actively pursue referral opportunities to other departments.
• Maintain electronic and/or paper files in an orderly, up-to-date manner.
• Monitor personal continuing education requirements to ensure compliance with licensing requirements. Attend classes as necessary.
• Be familiar with and follow Agency guidelines, policies and procedures.
• Other duties may be assigned, based on Agency needs.

This is not an exhaustive list of all duties and responsibilities. Other duties and responsibilities may be assigned, based on Agency needs.

REQUIRED EDUCATION & QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• A Bachelor’s degree; 3 to 5 years of related experience and/or training, or equivalent combination of education and experience.
• Working knowledge of Microsoft Word & Excel.
• Florida 220 Property & Casualty license.
• Insurance designation equivalent to AAI or CIC, preferred.
• Experience with Epic software, preferred

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POSITION SUMMARY:

The Employee Benefits Client Service Manager is responsible for delivering high quality and efficient service to both internal and external clients through day-to day account management of an assigned group of accounts. The Client Service Manager contributes to key business outcomes such as client retention, client satisfaction, enhancing W3’s value to our clients and prospects and fostering a culture of performance and continuous improvement. Builds and solidifies relationships with existing clients by providing exceptional ongoing service. In partnership with the Production Team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality & timely manner:

JOB DUTIES:

• Work collaboratively and cooperatively with others, with a commitment to a workplace of dignity and respect, in compliance with equal employment opportunity standards and regulations.
• Accept direction and coaching from team lead and manager, in compliance with the Agency's policies and procedures.
• Proactively demonstrate our high level of commitment to superior customer service, including claims resolution, to group clients and their employees by telephone (preferably) and E-mail on all group insurance products sold by W3.
• Provide ongoing support to clients in person including on-site visits to clients, as needed.
• Initiate pre-renewal meetings to determine client's needs for renewal within the specified department timeline. Coordinate with assigned producer.
• Partner with producer to assist and coordinate new client presentations and renewals.
• Work with marketing specialist to prepare groups’ request for proposal (RFP).
• Follow up on RFP with marketing specialist and/or carriers to make sure that proposals are received on timely basis.
• Analyze numerous carrier proposals, select benefits and rates from each carrier proposal, ensuring regulatory compliance. Choose appropriate options for client presentation.
• Review for accuracy the final renewal marketing presentation spreadsheets comparing carrier proposals, as needed. 
• Coordinate and conduct employee meetings.
• Act as a liaison between client and carrier to complete all necessary renewal or new business paperwork.
• Record transactions and document as required in EPIC.
• Finalize new carrier contracts and policies.
• Maintain and update knowledge on relevant compliance requirements for benefit-related regulations (i.e. ACA, ADA, FMLA, COBRA, FSA, etc.).
• Advise clients and their employees with issues pertaining to benefit-related federal and/or state compliance.
• Independently manage and renew insurance contracts for small house non-VIP tier accounts, as assigned.
• Learn and become proficient with benefits administration software supporting W3 clients.
• Assist with the implementation of employee benefits administration software for W3 clients.
• Build and maintain a positive, trusted relationship with each member of our clients’ HR team.
• Responsible for completing a network provider search and comparing carrier networks for our clients.
• Actively pursue referral opportunities to other departments.
• Maintain electronic (EPIC) and/or paper files in an orderly, up-to-date manner.
• Monitor personal continuing education requirements to ensure compliance with licensing requirements. Attend company sponsored and online classes as necessary.
• Be familiar with and follow Agency guidelines, policies and procedures.

This is not an exhaustive list of all duties and responsibilities. Other duties and responsibilities may be assigned, based on Agency needs.

REQUIRED QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Florida 2-15 Life & Health License Required
• Bachelor’s degree, and 3 to 5 years relevant agency experience or equivalent combination of education and experience
• Knowledge of Applied "EPIC" Agency Management System, preferred
• Proficient with Microsoft Office Suite
• Excellent communication skills

COMPETENCIES:

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

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POSITION SUMMARY:

The ideal candidate will be extremely customer service oriented and will represent the agency with the highest ethical standards with a minimum of 5 to 7 years of industry experience. The candidate must be an exceedingly effective communicator and a team player. This is a fast paced environment and requires the ability to multi-task and prioritize on a daily basis. The individual should have a positive attitude and be a quick learner. He/she must be able to work independently in this position.

JOB DUTIES:

• Work collaboratively and cooperatively with others, with a commitment to a workplace of dignity and respect, in compliance with equal employment opportunity standards and regulations.
• Accept direction and coaching from supervisors and managers, in compliance with the Agency's policies and procedures.
• Manage a Book of Business.
• Collaborate with producer to develop an insurance program that will adequately respond to the client’s total risk management needs.
• Assist Producer in servicing and remarketing existing accounts for commercial lines.
• Keep producer informed regarding client issues.
• Visit clients outside the office with the producer if needed.
• Coordinate expirations with producer to obtain renewal information. Maintain expiration control log.
• Act as a liaison between client and carrier by collecting detailed risk and underwriting information, including loss history, from client and communicating the information to the carrier.
• Work closely with company underwriters in negotiating sales and service related items on behalf of the client.
• Develop and maintain professional relationships with company representatives and underwriters.
• Cross-sell and round out existing accounts within assigned Book of Business.
• Determine premiums, prepare proposals for clients.
• Prepare coverage comparisons as needed.
• Issue binders, extensions and certificates as needed with assistance from CSR.
• Maintain all underwriting, marketing, applications, and other information essential for documentation purposes.
• Review incoming mail, route appropriate items to CSR for processing and prioritize daily workflow.
• Check new and renewal policies for accuracy in rating, typing, coverage, signatures. Ensure that these items are delivered and/or mailed to client.
• Process transactions to generate billing invoices and prepare premium finance contracts with assistance from CSR.
• Receive phone calls from clients and companies regarding insurance matters or administrative issues, and comply with the request.
• Search company records to obtain information requested by customer.
• Analyze policy transactions and correct company records to adjust errors.
• Interpret policy provisions to determine methods of effecting desired changes, type of insurance, or change in method of payment.
• Maintain paper and electronic activity system and documentation to follow up on outstanding orders, correspondence, reports, and follow up on overdue and activity items.
• Keep informed of industry developments through review of trade press and by attending insurance carrier training meetings on new products, etc.
• Actively pursue referral opportunities to other departments.

This is not an exhaustive list of all duties and responsibilities. Other duties and responsibilities may be assigned, based on Agency needs.

REQUIRED QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Florida 2-20 License Required
• Bachelor's degree (B. A.) from four-year college or university; or five to seven years related experience and/or training; or equivalent combination of education and experience required.
• Experience working with multiple insurance carriers and varied policy forms and coverages.
• Knowledge of Applied "EPIC" Agency Management System beneficial
• Proficient with Microsoft Word & Excel
• Strong written & oral communication skills
• Organizational & time management skills
• Dependable and Team Player

PHYSICAL DEMANDS:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear and taste or smell. The employee is frequently required to stand and walk. The employee is occasionally required to reach with hands and arms. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

This job operates in a professional office environment. The overall noise level in the work environment ranges from low to moderate.

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