JOB SUMMARY

Working under direct supervision of branch/team leadership and following established industry and company guidelines, assists all branch/team personnel with administrative support; recurring, narrowly defined customer service tasks; and meeting all performance requirements regarding production, quality and ensuring that no liability with errors or omissions occur. May also be responsible for phone system management, scheduling conference rooms and performing clerical duties.

ESSENTIAL FUNCTIONS

• Obtaining and Processing Service Center Direct Billed policies
• Works closely with WNS to assign policy checking and see activity through completion
• Tracks past due renewals to ensure all policies are renewed and updated in system
• Effectively performs general office duties accurately and within the required timeframe:
  • Processing / distributing incoming mail, outgoing mail and packages and overnight packages when needed
  • Monitor general branch e-mail account and forward emails to the appropriate recipient
  • Scan account and policy documents
  • Download policy documents from carrier websites
  • Monitor and order office supplies for the Small Business Unit
  • Maintaining and distributing department password list

• Monitors and maintains activity/suspense, taking the required action to ensure completion within the required time frame

• Front desk receptionist when required. Receptionist manages phone calls, answering calls professionally and quickly routing them to the appropriate person or accurately recording and relaying messages. Greets, screens, directs and announces visitors.
• Data Entry and maintains agency management system and other agency supported systems and carrier/vendor online platforms, ensuring all data entered is complete, clearly presented and well documented, accurate, and up-to-date
• Develops and maintains functional understanding of and ability to effectively navigate within agency management system, ensuring all data is entered completely and accurately
• Maintains frequent, transparent communication with account team regarding individual and team client service and policy administration activities, ensuring that the account team is fully informed of workload status, questions and/or any errors, discrepancies or changes related to assigned duties and tasks
• Delivers excellent service at all times, including proactively anticipating needs, maintaining frequent and professional communication, and responding quickly to service requests
• Continually stays abreast of all company policies and procedures to ensure good knowledge, execution and compliance of standard operating procedures
• Continually seeks to improve individual and team performance, including identifying, communicating and adopting best practices

QUALIFICATIONS AND EXPERIENCE

• Entry Level
• Excellent administrative, multi-tasking, and organizational skills
• Customer service skills
• Outstanding verbal/written communication skills
• PC proficiency, including basic knowledge of MS Office
• Exceptional personal character
• High School Diploma (or equivalent)