Customer Support

• Provides professional, courteous service to our clients, carrier representatives, underwriters, business partners, and HUB colleagues, resulting in a rate of account retention that meets or exceeds expectations
• Provides a high level of support to our Sales staff in obtaining, maintaining, and expanding business
• May also be responsible for account rounding and the development of new business as appropriate and in accordance with standard practices, policies, and procedures
• Acts as liaison between clients and insurance carriers to resolve escalated complex service issues that require policy interpretation and experience-based judgment to resolve
• May also negotiate with underwriters and carriers
• Troubleshoots claims and billing issues
• Produce binders, certificates, endorsements, and other related items while verifying their accuracy
• Maintain controls on renewals and binders to ensure timely preparation and processing
• Prepare summaries of insurance, schedules, and proposals as needed for account review
• Remarket renewals, contact clients, create renewal proposals and handle other renewal activities in coordination with the producer and/or Account Manager
• Gather underwriting, pricing, and supporting data for preparation of submission
• Assist Producers and/or Account Managers in the premium collection process and handle accounting issues
• Responsible for follow up on delinquent accounts which have been set to cancel for non-payment by the carrier
• Refers current and prospective clients to other departments for solicitation of those lines of business
• Assist clients with claims when necessary
• Maintains accurate and organized account files by appropriately documenting conversations with clients and carrier representatives; updates all HUB computer systems and automated agency management systems; ensures the accuracy of data
• Performs other duties and projects as assigned.

Client Support Specialist, Personal Lines

Customer Support Representative

Legal Support Specialist

Live Chat Support Agent

Customer Experience Manager – Business Banking

Digital Strategy Lead – Customer Experience, Digital & Media Strategy