Develops and maintains a positive working relationship with agents/producers as well as internal and external clients.
Provides analysis and service for all product lines.
Provides analysis and service for all existing contracts on all administration systems.
Takes actions recommending steps to agents/producers, internal and external clients that will move cases to completion.
Coordinates resolution for multiple departments. Works closely with various departments to answer complex inquiries.
Responsible for resolving inquiries received via telephone, e-mail or written correspondence from agents/producers and other clients. Gathers, researches and analyzes policy information to provide accurate information to each client.
Proactively seeks resolution to client issues; uses solid judgment in recognizing the need to escalate situations to management.
Develops and maintains advanced level of knowledge regarding current and discontinued products as well as current processes and procedures.
Analyzes trends in requests from agents, producers and clients in order to identify and mitigate risk to the Enterprise including, but not limited to, anti-money laundering, privacy concerns, premium financing and unethical practices.
Identifies system or procedural problems and recommends improvements to benefit producers/agents, home office associates and clients.
Makes independent decisions regarding exception processing and recognizes a need to consult with management.
Proactively conducts outbound calls to follow up on previous client concerns to ensure issues were resolved accurately and timely. Solicits client suggestions in order to provide feedback to the management team.
Processes all work order requests received through Imaging from various departments in a timely and efficient manner.
May require processing non-financial related transactions on multiple administration systems (ASMS, Administrator, CDS, MDOCS, OIT, Document Direct) as requested by clients.
May require developing and maintaining a comprehensive knowledge of state regulations, including required forms, MEC guidelines, TAMRA, DEFRA, TEFRA limitations and GSP/NSP regulations.
Performs other duties as assigned by management.