Policy Services Representative/Processor - Gannon Associates Insurance

The Policy Service Representative performs the essential functions of the position, which includes the processing of policy changes, renewals, new business, cancellations and claims. Specific phone and data entry responsibilities are required in this position. Meets service standards performs essential functions to the quality and service standards developed by the agency.

Paid Time Off (PTO)

Health Insurance

Mon-Fri Schedule

Evenings Off

Responsibilities

PRIMARY RESPONSIBILITIES AND DUTIES:

1. Takes and delivers accurate phone messages, with callback numbers, area codes, and names legibly written and promptly relays messages to the proper person.
2. Handles direct-billed on-time walk-in payments. Verifies coverage status, processes as appropriate, and provides receipt in accordance with agency standards.
3. Assists walk-in customers with service requests or directs to Account Manager or Sales staff.
4. Generates documents and produces correspondence to satisfy customer service requests or to provide automated information, as needed by customer or requested by Account Manager.
5. Processes policy changes to insurance carriers as directed by Account Manager or Sales Agent/Producer.
6. Verifies policy change information for accuracy, prepares for delivery to customer; makes corrections as needed.
7. Processes policy non-payment cancellation notices, verifies accuracy of all direct bill cancellation notices and takes appropriate action or refers to Account Manager as needed.
8. Processes policy cancellation confirmation or policy reinstatement from carriers; refers to Account Manager as needed.
9. Renews policies in agency electronic files, verifies each renewal's accuracy, prepares for delivery to customer; makes corrections when necessary.
10. Processes download and distributes to appropriate individual for handling.
11. Issues Proof of Insurance to include Auto ID Cards and Evidence of Insurance, as directed by Agent/Account Manager.
12. Assists Account Manager with claim follow-up, checking on prompt response from carrier staff and claims status, according to agency standards.
13. Processes claim information; submits bills, forms etc. to company for processing and updates electronic files with claim payments, claim status and closing notices.
14. Uses an automated workflow system to process work and follow up on outstanding items. Reviews Workflow tasks on daily basis according to agency procedure.
15. Processes incoming and outgoing mail as directed.
16. Maintains orderly electronic files and information, following agency policies and procedures.
17. As time and size of the project allows, stuffs, sorts and labels outgoing bulk-mail projects.
18. Assists or completes other tasks as directed by agency management.

PERSONAL AND ORGANIZATIONAL DEVELOPMENT

1. Sets priorities and manages workflow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
2. Maintains a cordial and effective relationship with clients, co-workers, carriers, vendors and other business contacts.
3. Interacts with others effectively by utilizing good communications skills, cooperating purposefully and providing information and guidance, as needed, to achieve the business goals of the agency.
4. Maintains up to date technical manuals and understands how to perform technical tasks to expedite workflow.
5. Actively seeks out and performs other agency service support functions and performs clerical duties, as requested or required by others, such as copying, faxing, or filing.
6. Participates in seminars and classes for skill and knowledge development.

1. High School diploma or equivalent, computer keyboarding skills, effective communication skills, organizational skills and ability to respond to requests effectively and efficiently.
2. Ability to copy data from one source to another, obtain information from others, and deliver information to others clearly and accurately.
3. Ability to add, subtract, multiply and divide whole numbers, and to accurately perform simple calculations involving decimals and fractions.
4. Ability to utilize computer programs and understand functionality.
5. Ability to perform 70% sedentary work, exerting up to 10 pounds of force occasionally and exert negligible force frequently or constantly to move objects, including the body. May be asked to exert up to 20 pounds of force periodically, as needed.
6. Field of vision must be adequate to observe up and down or right to left while eyes are fixed on a given point. Ability to process written and other materials visually.
7. Physical efforts required include fingering, repetitive small motor activity, grasping, verbally communicating detailed and important information to others quickly and accurately, stooping, reaching, standing, lifting light objects less than ten pounds frequently, and climbing occasionally.
8. Requires ability to receive detailed information through oral communication, perceiving the nature of sounds with no less than a 40 dB loss at 500 Hz, and 2000 Hz without correction.