One80 Intermediaries

Data Entry

• Accurately interpret, identify, and input insurance policy information into company systems
• Follow established company guidelines to ensure accuracy and consistency in data entry
• Identify accounts requiring special handling and route them to the appropriate department for resolution
• Consistently meet departmental benchmarks for productivity, accuracy, and turnaround time

Data Entry Specialist I

IT Support

• Investigating, resolving, and escalating issues within system applications
• Performing data corrections when applicable or escalating code defects to leadership
• Identifying trends and patterns within support tickets to escalate larger underlying issues
• Developing and utilizing technical skills to support the enterprise systems

IT Support Specialist – System Applications

Customer Support

• Answer questions and resolve problems initiated by insureds and carriers via telephone, mail, and e-mail
• Research or refer issues related to coverage, claims, cost, or billing
• Provide excellent customer service via phone to clients
• Maintain accurate customer service history notes regarding client calls, changes to benefits, policies, etc.
• Assist with processing client requests received via mail, fax, and email
• Update and maintain customer records in the administration system
• Process and analyze new business transactions and policy transactions; correct company records to adjust errors
• Mail specified forms and route completed forms for processing
• Contribute to business retention efforts

Customer Service Representative

Underwriter

• Work directly with customers and provide support to Underwriters on the Inland Marine team
• Maintain electronic policy files and ensure files are properly documented and organized according to department standards
• Issue policies using automated systems in conformance with underwriting proposals and binding instructions within 48 hours of receipt from underwriter
• Request and follow up for missing documentation from agents
• Process endorsements, cancellations, and reinstatements of policies
• Issue New Business and Renewals policies within required timeframes
• Handle new submissions including clearance, submission setup and requests for additional information
• Provide customer service by responding promptly and courteously to requests for status updates and information

Underwriting Assistant, Inland Marine

Sales

• Works in direct assistance of the New Business Sales team with all sales support functions as needed.
• Coordinates AAOIC school visits while maintaining current, organized records, and keeping all stakeholders updated.
• Travels to approximately 25 events per year representing the AAOIC insurance program, giving presentations in a professional and approachable manner.
• Assists producers with clerical/administrative work including post-event emails, application processing, information gathering, special projects, and other tasks when required (calling customers, underwriters, carriers, co-workers, etc.).
• Faces out professionally and friendly to customers via all verbal and/or written correspondence to maintain positive relationships and rapport.
• Represents best interests of the producer to all clients, carrier reps, co-workers acknowledging producer requests and providing updates efficiently and timely to meet deadlines.
• Assists with application preparation, payment collection, keeping CRM and other records up to date and organized.
• Enters and follows up on endorsement requests and other customer service requests.

Sales Associate

• Notify members that their premium is due and assist members with making payments or setting up recurring payments.
• Mail reminder and lapse letters timely from the system and review retention reports daily.
• Consistently meet expectation of at least 50 outbound calls per day and work through assigned unpaid accounts.
• Assist on payment line to ensure calls are taken timely for members ready to pay; work credit card expiring tasks and EFT failed accounts.
• Acquire and maintain knowledge of Affinity life and health plans offered; self-motivated to keep bill count and premium on the books.

Customer Care Specialist

Analyst

• Analyze all incoming systems tickets and recreate issues, troubleshoot, and train end users
• Assist with systems security for assigned systems as directed by ITS management
• Serve as a liaison between the development team and the business regarding ticket communications
• Evaluate incoming tickets to understand issue, scope, impact, and urgency
• Track and assign tickets according to capacity for each area, ensuring standards and processes are followed, and completing documentation as needed from ITS management
• Facilitate status meetings to review progress and status of open tickets, escalating issues to ITS management when appropriate
• Assist developers with issues, concerns, and eliminating blockers to keep tickets moving along
• Follow department incident procedures for major outages