Client Service Guide
INSURICA, Norman, OK, United States
SUMMARY:
The Client Service Guide is responsible for answering and directing calls, greeting visitors, processing incoming documents, processing claims, and supporting office management. Provides administrative and clerical support across departments while upholding professional standards.
ESSENTIAL FUNCTIONS:
Answer incoming calls from a multi-line phone system, accurately transferring to the appropriate colleague, as needed, in a courteous and efficient manner
Greet incoming clients and visitors, ensuring they meet with the correct colleague/manager, and offer refreshments as needed
Effectively process all incoming documents (email, postal mail, un-routed documents, fax, etc.) and accurately label, attach, and set activities, as needed, and distribute to the correct department/colleague/Resource Pro
Provide management administrative support, as needed, including correspondence, scheduling, organization, etc.
Assist in agency office clerical duties and processes as needed
Assist other departments, as needed, in the event of staff shortage, high workload, etc.
Responsible for receiving phone calls and emails for all claims. Duties include reporting claims to carriers, assisting clients with claims information, and supporting them through the entire claims process until resolution
Maintain a clean and neat office environment for our customers and company guests, including maintaining kitchen and refrigerator cleanliness
Participate in seminars and other training to maintain required licenses and for knowledge and skill development
Perform all actions relating to the public, customers, and companies in a manner that will avoid issues involving potential errors and omissions
Additional Responsibilities
This job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or as required to support the essential functions. Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.
Remote work opportunities vary by location, department, and business need and are subject to change, as needed. Each manager will provide details on any telecommuting opportunities, as well as scheduling, within their department.
KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to present and maintain a neat and professional appearance and demonstrate effective telephone etiquette
Excellent customer service skills, displaying courtesy and enjoyment in dealing with clients, visitors, and colleagues
Organized and focused, with a strong attention to detail
Intermediate PC skills, with a focus on the Microsoft Office suite of products (Excel, Word, Outlook, Teams, etc.) and the ability to effectively use agency management systems
Ability to work within a fast-paced, changing priority environment
Self-motivated, with the initiative to prioritize and be self-directed
Regular and punctual attendance is required
Ability to communicate effectively, both verbally and in writing
Excellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels
Ability to promote and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency
Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality
QUALIFICATIONS:
1 - 3 years of previous reception/front desk experience preferred
Previous multi-line telephone system experience preferred
High school diploma or equivalent preferred
Property and Casualty insurance license (or the ability to quickly attain) required
WORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:
Fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities
Ability to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently
Ability to lift up to 20 pounds occasionally
Requires operation of a computer workstation, including keyboard and video display
All requirements may be modified to reasonably accommodate physical or mental impairment
The Client Service Guide is responsible for answering and directing calls, greeting visitors, processing incoming documents, processing claims, and supporting office management. Provides administrative and clerical support across departments while upholding professional standards.
ESSENTIAL FUNCTIONS:
Answer incoming calls from a multi-line phone system, accurately transferring to the appropriate colleague, as needed, in a courteous and efficient manner
Greet incoming clients and visitors, ensuring they meet with the correct colleague/manager, and offer refreshments as needed
Effectively process all incoming documents (email, postal mail, un-routed documents, fax, etc.) and accurately label, attach, and set activities, as needed, and distribute to the correct department/colleague/Resource Pro
Provide management administrative support, as needed, including correspondence, scheduling, organization, etc.
Assist in agency office clerical duties and processes as needed
Assist other departments, as needed, in the event of staff shortage, high workload, etc.
Responsible for receiving phone calls and emails for all claims. Duties include reporting claims to carriers, assisting clients with claims information, and supporting them through the entire claims process until resolution
Maintain a clean and neat office environment for our customers and company guests, including maintaining kitchen and refrigerator cleanliness
Participate in seminars and other training to maintain required licenses and for knowledge and skill development
Perform all actions relating to the public, customers, and companies in a manner that will avoid issues involving potential errors and omissions
Additional Responsibilities
This job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or as required to support the essential functions. Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.
Remote work opportunities vary by location, department, and business need and are subject to change, as needed. Each manager will provide details on any telecommuting opportunities, as well as scheduling, within their department.
KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to present and maintain a neat and professional appearance and demonstrate effective telephone etiquette
Excellent customer service skills, displaying courtesy and enjoyment in dealing with clients, visitors, and colleagues
Organized and focused, with a strong attention to detail
Intermediate PC skills, with a focus on the Microsoft Office suite of products (Excel, Word, Outlook, Teams, etc.) and the ability to effectively use agency management systems
Ability to work within a fast-paced, changing priority environment
Self-motivated, with the initiative to prioritize and be self-directed
Regular and punctual attendance is required
Ability to communicate effectively, both verbally and in writing
Excellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels
Ability to promote and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency
Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality
QUALIFICATIONS:
1 - 3 years of previous reception/front desk experience preferred
Previous multi-line telephone system experience preferred
High school diploma or equivalent preferred
Property and Casualty insurance license (or the ability to quickly attain) required
WORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:
Fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities
Ability to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently
Ability to lift up to 20 pounds occasionally
Requires operation of a computer workstation, including keyboard and video display
All requirements may be modified to reasonably accommodate physical or mental impairment