Why Ark Insurance? Ark Insurance is a start-up commercial property & casualty insurance agency in Houston, Texas with the objective of becoming the “Best Workplace in Texas.” We realize that is a tall task, so we are looking for "A-Players" to help us achieve that goal through creating a culture that provides for our customers, communities, and our team members that make it all possible. Ark is built on the foundation of family values, and our commitment to a genuine family culture extends beyond our clients. It is a testament to how we cherish and support our most invaluable asset - our staff. Our goal has always been to cultivate a workplace that genuinely inspires and motivates individuals to be their best each and every day. So, if you are looking for an opportunity that could result in a long-term career, look no further than Ark Insurance Agency!
Role Description
This is a full-time role for a Client Experience Manager. The Client Experience Manager will be responsible for providing excellent customer service and support to our clients. The daily responsibilities include answering calls, addressing inquiries, providing solutions, processing transactions and claims, managing accounts and ensuring customer satisfaction. Long term responsibilities will include aiding in building out: office procedures, company culture, and our team.
Benefits/Perks:
- Competitive Pay
- Opportunity for growth
- Job Stability in a growing industry
Responsibilities
- Provide service to existing clients related to updating policies, providing quotes, taking payments, answering questions, and providing documentation.
- Answer customer calls and correspondence regarding new or existing insurance policies and service all claims which include regular and after-hour claims.
- Work with new clients and support our team in an effort to understand our customer's needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
- Set appointments and/or client calls or support a producer to review existing policies, review liability limits and exposures, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
- Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.
- Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution.
- Review audits or policies; verify accuracy and facilitate corrections, as needed, between client and carrier.
- Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.
- Collaborate with team members, mentor staff, provide expertise and answer questions, and participate in formal and informal meetings as needed.
Qualifications
- Hold Property & Casualty insurance license required by your state and have a minimum of two years of insurance account management experience.
- Demonstrate strong knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations to effectively manage, maintain, and write assigned clients and prospects.
- Demonstrate strong customer focus and an excellent phone manner; display strong written and verbal communication skills as well as excellent math and reading skills to perform calculations.
- Possess a sense of urgency, attention to detail, organization, multi-tasking, and follow-up skills, and the ability to handle difficult situations with customers and solve complex problems without direct supervision.
- Have excellent time management skills with a personal accountability mindset as well as technology and computer proficiency, including agency management systems, rating tools, and carrier website navigation.
Flexible work from home options available.