This position's primary responsibility is to service, counsel and retain existing personal automobile, homeowners, umbrella and flood insurance policyholders.

Essential Functions and Responsibilities

• Develop and maintain complete product knowledge of all three lines of business (Auto, Homeowner and Umbrella) and for all states across all regions (NJ, PA, MA, CT and NH).
• Accurately enter and update policy information into the various processing systems and handle phone inquiries regarding coverage and premiums.
• Deliver first call resolution and a low customer effort.
• Demonstrate high energy and motivation to follow up and take ownership.
• Maintain flexibility and demonstrate the ability to work under pressure.
• Meet and/or exceed the expectation of customers and agents, providing professional and efficient service at all times through positive interactions and extensive product knowledge.
• Quote and sell new personal lines products to prospective clients, up-sell and cross-sell existing clients via phone, internet and written request.
• Conduct periodic renewal reviews with policyholders and provide recommendations to address potential insurance gaps.
• Perform research and initiate changes/corrections to customer’s policies according to established procedures and sound business judgment.
• Identify and resolve potential underwriting issues in new and existing business.
• Develop and foster Agent/Company Relationships.
• Update marketing and various management tracking reports as assigned.
• Engage in proactive team efforts to achieve departmental and company goals.
• Demonstrate willingness and ability to learn new functions within the Customer Solutions Center.
• Assist other departments when the need arises.
• Perform other duties as assigned.

Qualifications and Education

• Above average interpersonal, listening, communication, and organizational skills.
• Good analytical and decision making skills. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Intermediate MS Office skills required. Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Ability to handle multiple tasks simultaneously.
• Must have excellent interpersonal skills and possess the ability to work independently and in a team environment.
• Must achieve and maintain published call and transaction quality processing standards.
• Must be able to handle a high volume of in-bound and out-bound calls within time standards while maintaining a professional demeanor.
• Excellent written and telephone skills required; clear enunciation and oral communication skills required.
• Strong attention to detail required.
• The ability to work full-time flexible or changing schedules is a critical aspect of this department.
• Hours of operation are 8:00 am-7:00 pm Monday-Friday.
• Superior attendance record required.
• Spanish-language fluency a plus.
• Sales-related experience a plus.
• Bachelor's degree (B. A.) from a four-year college or university; or two to three years related
• Personal Lines experience and/or training; or equivalent combination of education and experience.
• NJ Property and Casualty license