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Mission of the Personal Lines Account Technician
Mission of the Personal Lines Account Technician
To serve the customer base so extraordinarily that clients tell their friends and family about the agency. By using rapport building and excellent communication skills, this role will work to solve clients’ problems effectively and efficiently. This includes being the first line of defense on all service items and only passing on the ones that require a licensed agent. Proactively work with the team to relentlessly support the Account Managers.
Desired Outcomes of This Role
Desired Outcomes of This Role
Be the first line of defense on answering all phone calls
Ask for updated contact information on each call
Find out what the customer is looking for and if the person is unavailable, find someone who can help them immediately
Defend the team’s time by routing calls to the best person to help the caller
Conduct warm transfers of callers to the team
When available, suggest another line of coverage to callers before transferring the call
Take full and complete messages from callers
Maintain the night attendant and messages when the office is closed
Quickly send Auto ID cards and handle mortgagee clauses
Handle basic billing questions (where to pay, who to pay, what to pay) and pass any higher level questions to the account manager ALWAYS FOLLOW WOW CUSTOMER SERVICE!
Work to get clients on EFT or Pay in full payment options
Knowing how to navigate both carrier billing & finance company sites
Call late payment notices 3 days before cancellation
Relentlessly work to update contact information on each and every call
Enter data into the agency management system and/or rater
Be the first to answer all phone calls and diligently screen the calls. Handle any service tasks to defend the account manager team
Proactively work with account managers to take work from their desks that can be handled within your role
Clearly and effectively communicate to the clients to manage expectations both via the phone and email. This includes taking a proactive approach
Ask clients for Google reviews and educate them on the agency’s referral program
Take agency claims and warm transfer them to the carrier
Continue Training with APP and Total CSR and new training the agency offers
Key Performance Indicators (Metrics)
Key Performance Indicators (Metrics)
Failure to reach and maintain the KPIs below can cause reduced bonus, bonus eligibility, and/or reduced commissions. Please always communicate with your team lead.
All KPIs and Goals will be on AppSheet.
SMART Values
SMART Values
Savvy
Motivated
Adaptive
Reliable
Trusted
Critical Competencies
Critical Competencies
Efficiency - Able to produce significant output with minimal wasted effort.
Honesty/Integrity - Does not cut corners unethically. Earns trust and maintains confidence. Do what is right, not just what is easy.
Intelligence - Learn quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
Flexibility/Adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
Calm Under Pressure - Maintains stable performance when under heavy pressure or stress.
Enthusiasm - Exhibits passion and excitement over work. Has a can do attitude.
Work Ethic - Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
High Standards - Expects personal performance and team performance to be nothing short of the best.
Openness to Criticism and Ideas - Often solicits feedback and reacts calmly to criticism or negative feedback.
Listening Skills - Lets others speak and seeks to understand their viewpoints.
Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.
Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
Feedback
Feedback
Every 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve as well as the objectives outlined in your job description.
Each year you will receive a formal review.
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