DIRECTOR OF FIRST IMPRESSIONS/RECEPTIONIST

Mission of the Director of First Impressions/Receptionist

To serve the customer base so extraordinarily that clients tell their friends and family about the agency. By overseeing our clients’ and prospects’ first impressions of the agency, this role helps support every department within the agency.

Key Responsibilities of This Role

1. 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 ask first transfers of callers to the team
   Take full and complete messages from callers. 
   Maintain all incoming fax messages. 
   Maintain the messages when the office is closed.
   

2. Manage tasks in the management system effectively. 
   Document any communication with clients, carriers and team members immediately.
   Facilitate & document all client payment calls and or walk ins.
   Update due dates to maintain current activity list.
   Maintain a balanced number of activities. 
   Respond to activity reviews effectively and complete corrections at once.
   Communicate with Account Managers/Training Coordinator on carrier notifications and requests for additional information.
   

3. Maintain the office
   Follow open and close procedures for agency daily.
   Make sure the entry, kitchen and conference rooms are tidy and prepared for meetings.
   Greeting visitors to the office. 
   Assist all clients in the drive-up window.
   Assist agents in setting up appointments.
   Take any information from solicitors.
   Circulate client cards when necessary and activity in management system.
   

4. Handle all incoming mail, outgoing mail and daily download
   Date stamps all mail that comes in. 
   Scan, rename and distribute mail for Zero Backlog Daily Folders by employee. 
   Attach the mail to the management system with a task for the right party if applicable.
   Process outgoing mail per close day procedure.
   Process daily download by carrier.
   

5. Documentation and Data Management:
   Handle daily downloads every morning and enter data into the agency management system.
   Manage the general email inbox, document, and handle tasks within your role; distribute emails outside your scope to the proper team member.
   Relentlessly update contact information during every client interaction

6. Other responsibilities as directed by your manager

Desired Outcomes of This Role

• Serve as the primary point of contact for incoming calls, ensuring prompt updates to client information, effective call routing, and ask first transfers, all aimed at enhancing customer satisfaction and operational efficiency.

• Diligently manage tasks in the management system, document all communications immediately, and maintain current task lists, supporting both client and team needs proactively.

• Keep the office entry, kitchen, and conference rooms tidy and prepared for meetings, greet visitors warmly, and handle all incoming mail and documents, contributing to a well-organized and welcoming office environment.

Principles

• Address difficult issues professionally and quickly.

• Listen to learn and strengthen the agency.

• Be relentlessly positive with the team and see their potential when they cannot.

• Persevere with adopting change.

• Be driven to achieve the agency’s goals.

Critical Competencies

Follow-Through
Lives up to verbal and written agreements, proving reliability and accountability, regardless of personal costs.

Adaptability
Quickly and proficiently absorbs new information, demonstrating intelligence and adaptability in learning and applying new skills or knowledge.

Communication
Communicates clearly and persuasively, both verbally and in writing, ensuring articulation without verbosity, and effectively convincing others when necessary.

Teamwork
Promotes a collaborative environment by reaching out to peers and cooperating with supervisors, fostering strong team relationships and collective success.

Proactive
Acts independently with initiative, bringing new ideas and solutions to the forefront, driving positive change and innovation within the company.

Organization
Effectively plans, organizes, and schedules tasks, focusing on key priorities to enhance productivity.

Work Ethic
Demonstrates exceptional productivity with minimal wasted effort, characterized by a dedication to working hard and efficiently. A proven track record of going beyond standard expectations, including the willingness to put in long hours when necessary to achieve outstanding results.

Excellence
Sets and expects high standards for personal and team performance, striving for excellence and quality in all endeavors. Upholds the highest ethical standards, earns trust through actions, and maintains confidence by doing what is right, not just what is easy.

Receptive
Maintains openness to feedback and criticism, soliciting input actively and responding calmly to enhance personal and team performance.

Feedback

• Every 90 days you will meet with your manager to review any bottlenecks, ideas you must improve as well as the objectives outlined in your job description. 

• Each year you will receive a formal review. 

CUSTOMER RELATIONS ASSISTANT

Mission of the Customer Relations Assistant

As a Customer Relations Assistant you play a pivotal role in supporting our team by handling a wide range of administrative and client service tasks. Your primary goal is to serve our customer base so extraordinarily that clients are compelled to tell their friends and family about the agency. By employing exceptional rapport-building and communication skills, you will work to solve clients' problems effectively and efficiently. This includes being the first line of defense on all service items, only escalating those that require a licensed agent's attention. In addition to ensuring efficient handling of daily operations and contributing to client satisfaction, you will proactively work with the team to relentlessly support the Account Managers, embodying a commitment to excellence in every aspect of your role.

Key Responsibilities of This Role

1. Client Interaction and Communication:

1. Be the first to answer all phone calls, screen them diligently, and handle any service tasks to support the account manager’s team.

2. Proactively communicate with clients to manage expectations through phone and email, including taking a proactive approach to customer service.

3. Educate clients on the agency’s referral program and encourage Google reviews.

2. Documentation and Data Management:

1. Handle daily downloads every morning and enter data into the agency management system.

2. Manage the general email inbox, document, and handle tasks within your role; distribute emails outside your scope to the appropriate team member.

3. Relentlessly update contact information during every client interaction.

3. Administrative Support:

1. Manage daily printing, scanning, and faxing tasks for all teams.

2. Assist with the processing of audits and alert the account manager/producer to significant addition/returned premiums.

3. Review of cross-selling opportunities and transfer them to an Account Manager or Sales Team Member.

4. Client Services:

1. Handle all basic certificate requests, including inbound requests and certificates at renewal, within designated times.

2. Process Auto ID cards, handle mortgagee clause updates, prepare certificates, and additional insured requests.

3. Assist agents in setting appointments.

4. Assist account managers with claims and ask first transfer agency claims to an Account Manager as needed.

5. Billing and Payments:

1. Facilitate & document all client payment calls and or walk ins.

2. Address basic billing inquiries (where to pay, who to pay, what to pay) and escalate complex questions to the account manager.

3. Encourage clients to opt for Electronic Funds Transfer (EFT) or Pay in Full payment options.

4. Follow Agency Non-Pay procedure for past due payment notices.

6. Collaboration and Team Support:

1. Order changes from the account managers on carrier websites.

2. Follow up with underwriters on renewal and new business quotes.

3. Work closely with account managers to offload tasks from their desks that fall within your role.

Desired Outcomes of This Role

• Boost client satisfaction and engagement through prompt communication, proactive service, and client education on referrals and reviews, measurable by feedback, review ratings, and referral success.

• Ensure operational efficiency and accurate data management by handling daily downloads, data entry, and email communications, with success measured by system accuracy and timeliness.

• Act as the administrative backbone by managing routine tasks and supporting the team in audit processing and cross-selling opportunities, with effectiveness gauged by the accuracy and promptness of administrative duties and cross-selling identification.

• Facilitate smooth client service and financial transactions by managing certificate requests, billing inquiries, and promoting efficient payment options, measured by decreased past due payments and swift service request resolutions.

Principles

• Address difficult issues professionally and quickly.

• Listen to learn and strengthen the agency.

• Be relentlessly positive with the team and see their potential when they cannot.

• Persevere with adopting change.

• Be driven to achieve the agency’s goals.

Critical Competencies

Follow-Through

Lives up to verbal and written agreements, demonstrating reliability and accountability, regardless of personal costs.

Adaptability

Quickly and proficiently absorbs added information, demonstrating intelligence and adaptability in learning and applying new skills or knowledge.

Communication

Communicates clearly and persuasively, both verbally and in writing, ensuring articulation without verbosity, and effectively convincing others when necessary.

Teamwork

Promotes a collaborative environment by reaching out to peers and cooperating with supervisors, fostering strong team relationships and collective success.

Proactive

Acts independently with initiative, bringing innovative ideas and solutions to the forefront, driving positive change and innovation within the company.

Organization

Effectively plans, organizes, and schedules tasks, focusing on key priorities to enhance productivity.

Work Ethic

Demonstrates exceptional productivity with minimal wasted effort, characterized by a dedication to working hard and efficiently. A proven track record of going beyond standard expectations, including the willingness to put in long hours when necessary to achieve outstanding results.

Excellence

Sets and expects high standards for personal and team performance, striving for excellence and quality in all endeavors. Upholds the highest ethical standards, earns trust through actions, and maintains confidence by doing what is right, not just what is easy.

Receptive

Maintains openness to feedback and criticism, soliciting input actively and responding calmly to enhance personal and team performance.

Feedback:

• Every 90 days you will meet with your manager to review any bottlenecks, ideas you must improve as well as the objectives outlined in your job description. 

• Each year you will receive a formal review.