Job Description Provide technical support to producers, account executives, account managers and other team members as directed. Maintain a high level of attention to detail to ensure quality control. Possess technical knowledge of product line coverage. Ability to follow workflows and processes as detailed in agency procedures. Requires high level of attention to detail and the ability to identify errors and coverage issues and work with team to resolution. Manage a significant volume of tasks and assist with complex accounts.

Major Responsibilities:

1. Maintain responsibility for self-management and development a. Meet with supervisor to ensure alignment and gain agreement on goals and performance standards b. Record updates to goal achievements as indicated throughout year c. Possess knowledge of insurance industry changes and trends d. Identify training needs and work with supervisor to obtain appropriate training e. Maintain and develop product line knowledge through participation in educational opportunities f. Act as a resource for continuous improvement initiatives

2. Comply with Agency Procedures a. Follow established agency policies and procedures and all subsequent updates b. Adhere to agency service standards and timelines c. Utilize agency technology and software applications including agency management systems, document management systems and workflows d. Comply with procedures as outlined in the Huntington Employee Handbook

3. Provide Customer Service to Agency Clients a. Respond to internal and external service inquiries within optimal time frames b. Handle customer inquiries and follow through to resolution seeking assistance as needed c. Assist team members to address client service needs as requested d. Communicate with producers and other team members regarding client services needs e. Review completed coverage changes, audits and other policy documents for accuracy f. Process and invoice audits and other policy transactions as requested g. Monitor outstanding service requests and address in established timeframes

4. Assist in the Timely Preparation of Client Documents a. Assist in the new business and renewal marketing process as requested b. Update client data and prepare renewal applications c. Work with producer and account manager to obtain required data throughout the marketing process d. Assist in the preparation of client summary and proposal documents e. Review policies for quality assurance requirements in accordance with agency procedures f. Request changes and corrections as identified during the quality assurance review

5. Participate in Agency Growth Initiatives a. Identify account rounding opportunities and communicate to producer and/or account manager b. Seek cross sell and referral opportunities across product lines c. Assist producers with new business prospecting activities

6. Maintain Agency Data a. Maintain and update client and policy data per agency procedures b. Utilize agency management, workflow and diary systems to ensure timely service and follow up c. Document correspondence, conversations and activities in agency systems following agency procedures

7. Assist in Colleague Development a. Serve as a technical and process resource as requested b. Assist with colleague training as requested 8. Corporate Initiative a. Participate in corporate projects and initiatives b. Assist with workflow development and implementation to support corporate initiatives c. Perform other duties as assigned by management

Basic Qualifications

High School Diploma

Minimum 2 years experience in Insurance Industry customer service role