Description

• Serves as first level of contact for agent inquiries, contract questions, pricing questions, system training needs, and post bind service requests within designated authority.
• Researches and gathers appropriate information and responds to those inquiries within established Service Level Agreements (SLA's). Communicates directly with agents both verbally (phone) and/or in writing (email) as required.
• When outside of designated authority or expertise, forwards to respective business team with supporting research and documentation.
• When within designated authority; evaluates, accepts, rejects, or modifies risks within established underwriting guidelines, authority, and compliance regulations. Complies with corporate standards, procedures, business strategies and rating plans.
• Assumes ownership of agent inquiries through to resolution, including those inquiries that are handled in areas outside of Digital Concierge to ensure agent receives a response and is satisfied.
• Ability to sell and negotiate to achieve profitability for the Company.
• Assists with all transaction types including, but not limited to: new business, renewals, endorsements, referrals, BORs, rewrites, and cancellations as assigned.
• Utilizes Small Commercial Inventory Management systems, MS Dynamics, and UW Services mailboxes, along with additional technologies, to manage daily workload to meet Service Level Agreements with underwriters and agents.
• Builds and maintains a result-oriented relationship with the agents and underwriters to drive overall results including profitability, growth, and retention.