Personal Lines Assistant Account Manager First Call Resolution

ABOUT HUB INTERNATIONAL:

HUB International Limited (HUB) is one of the largest global insurance and employee benefits broker providing a broad array of property casualty risk management life and health employee benefits investment and wealth management products and services. With over 21000 employees in 600 offices throughout North America HUB has grown substantially in part due to our industry leading success in Mergers and Acquisitions.

WHAT WE OFFER YOU:

At HUB we believe in investing in the future of our employees. Our entrepreneurial culture fosters an environment of open feedback and improvement that empowers our people to make the best decisions for our customers and organization. We offer:

• Competitive salaries and benefits offerings

• Medical/dental/vision insurance and voluntary insurance options

• Health Savings Account funding

• 401k matching program

• Company paid Life and Short-Term Disability Plans

• Supplemental Life and Long-Term Disability Options

• Comprehensive Wellness Program

• Paid Parental Leave

• Generous PTO Package - Vacation Holiday Sick and Personal Time Off

• Great work/life balance because thats important for all of us!

• Focus on creating a meaningful environment through employee engagement events

• The ability to be a part of a motivated winning team with the opportunity to learn from colleagues who are amongst the top talent in the industry!

• Growth potential - HUB is constantly growing and so can your career!

• A rewarding career that helps local businesses in the community

• Strong community support and involvement through HUB Gives

SUMMARY:

The Assistant Account Manager in the First Call Resolution Team supports the delivery of excellent customer service to clientsregardinginsurance billing and administrative questions. This role focuses on processing client requests handling routine service tasks and escalating complex or at-risk situations to the Team Lead or Producer. The Assistant Account Manager contributes to the retention of a profitable PL book of business by performing the job duties and responsibilities listed below:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Professionally answers phones and handles callbacksin a timely manner.

• Receives incoming calls from customersregardingbilling questions basic policy inquiries endorsement requests and other routine service needs.

• Acts as a triage point connecting clients with theappropriate party sales retention Team Lead or other departments when matters fall outside the scope of this role.

• Processes client endorsement requests following agency standards and procedures. Escalates coverage recommendation questions or complex changes to the Team Lead or Producer.

• Develops andmaintainsrelationships with agency clientele to ensure service needs are met while adhering to agency standards and procedures.

• Provides consistentaccurate andtimelycommunication to clients through verbal and written correspondence.

• Assistswith educating clients on basic property and casualty insurance questionsreferringmore complex coverage consultations to the Team Lead or Producer.

• Identifiesand referscross-sell upsell and referral opportunities to theappropriate teammembers.

• Reduces E&O exposure by adhering to agency standards for EPIC activity codes descriptions and documentation.

• Utilizes the processing team and carrier service centers based on agency procedural standards.

• Takesinitial claims information from clients and routes to theappropriate carrierclaims department. Escalates complex claims situations to the Team Lead.

• Communicates regularly with the TeamLead onat-risk accounts for escalation and proper resolution.

• Performs otherduties asassigned by leadership.

• Maintains active insurancelicenseand activelyparticipatesin department meetings.

MIMUM SKILLS KNOWLEDGE & ABILITY REQUIREMENTS:

• Strong communicationskills both verbal and written

• Superior customer service and problem-solving skills

• Proficient with computer systems including but not limited to Microsoft Office and EPIC

• Strong contributor in a team environment

• Maintainsa high levelof personal accountability

• Organized and able to focus on the task at hand

• Reliable with a strong work ethic

• Professional appearance isa must

EXPERIENCE & EDUCATIONAL REQUIREMENTS:

• High school diplomarequired

• Previousexperience ina customerservice rolepreferred

• Previousexperience in financial services banking or insurance is a plus but notrequired

• Valid Property/Casualty insurance license required (or ability to obtain within90 daysof hire)

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity national origin religion age color sex sexual orientation gender identity disability or veterans status or any other characteristic protected by local state or federal laws rules or regulations.

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