Job ID: 19932Location: Grand Rapids, MIRelocation Provided: NoneEducation Required: High School DiplomaExperience Required: 1 - 3 YearsPosition Description: A resident/non resident licensed agent who maximizes positive customerexperience by responding in a professional manner to phone inquiriesfrom other contact centers, non-appointed agents, independent agents,Farmers agents, lienholders, and policyholders.

Processes requests forsubsequent transactions, requests for quotes, and handles returned mail.

Maintains service level required by company and applicable accountcontract.

Quotes, issues and endorses policies for assigned specialtyline products.

Analyzes and answers product, service and coveragequestions of varying complexity.

Offers additional specialty lineproducts.

Secures referrals.

Gathers and provides competitiveinformation and customer feedback to management for process, system, andproduct improvements.

Mentors new staff.

Position Requirements: Works with up to eight specialty lines products and supporting policyprocessing, underwriting, claims, producer, billing, and/or directmarketing systems.

Sets a professional example by maintaining andapplying a thorough, up-to-date, working knowledge of insurancepolicies, established procedures, underwriting criteria, regulatoryrequirements, and state by state coverage variations as well as productvariations.

Maintains current resident and non-resident licenses in allstates, completing continuing education requirements to stay incompliance.

Is competent with policy interpretation and applicableaccount specifics (may vary by state), such as greeting, associationnumber, valid agent codes, valid CPN codes, products available, andapplicable cross-sells and referrals.

Gains proficiency in problemsolving and underwriting, and handles telephone calls and paperprocessing diligently and accurately.

Handles requests and inquiries over the phone from other contactcenters, non-appointed agents, independent agents, Farmers agents,lienholders, and policyholders.

Quotes, issues and endorses policies forassigned specialty line products.

Provides positive customer serviceexperience by reviewing policy, identifying and offering appropriatecoverage changes (upselling) and verifying and correcting information asappropriate.

Educates customers regarding their insurance policy toensure they are adequately covered by suggesting the correct coverageand limits of coverage.

Retains customers at risk by explaining relevantfeatures and benefits of Foremost specialty line products, company andservices.

Offers additional products and secures referrals in accordancewith department procedures and applicable account guidelines.

Answersquestions regarding policy status, coverage amounts, and billing.

Resolves requests and complaints from policyholders, claims personneland agents via telephone, letters, or memorandums.

Performs underwriting function by determining risk acceptability byutilizing underwriting guidelines and bulletins.

Functions includeaccepting, modifying or declining presented risk based on underwritingauthority to assess risks and override edits.

Ensures the risk iswritten under the correct program.

Identifies issues and seeksassistance of line underwriting if needed.

Analyzes correspondence, policy records, or telephone messages todetermine action and processes the required changes.

Prepares customerletters for management approval.

Stays current on all follow-upactivities by maintaining personal diary.

Gathers and provides competitive information and customer feedback tomanagement for process, systems and product improvements.

Supports otherprocessing, product, marketing and claims departments to achieve desiredresults.

Provides feedback to supported departments.

Supports claimsin the event of a major catastrophe such as a hurricane, taking phonecalls, and obtaining preliminary information.

Mentors new staff, hosts job shadowing, and leads occasional preshift.

Promotes safety at all times and complies with safety/ergonomicstandards as outlined in relevant company published manuals.

Performs other duties as assigned.

Position Attributes: ** Must be able to type 25WPM and pass LEAP Assessment ** Strong computer skills and technical skills needed** Self Motivated and able to problem solve.

** Call center environment (strong phone etiquette is needed and strong customer service is required.

** ** Must be able to work 4 Saturday's per quarter and have open availability** The initial training will be 8-12 weeks and you must be obtain your Property * Casualty License within 20 days.

During the training period you will work from 8am to 5pm and then you must be able to work any shift from 7am to 10pm.

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