<p>Location: Honolulu, HI</p> <p>Summary:</p> <p>Serves in the role of In-house customer care specialist. Collects and processes endorsements. Provides service to agents and customers by handling policy inquiries, changes, quotes and billing inquiries over the telephone, walk-in or email. Saves and retains existing policyholders by conducting outbound calls.</p> <p>Duties:</p> <ul> <li> <p>Customer Service and Support</p> </li><li> <p>Assists agents with customer service calls and policy inquiries (including the discussion of coverage) via phone, email, or walk-in timely and professional manner as required by departmental policies and procedures.</p> </li><li> <p>Provides back-up support to IIA team members in the performance job duties as required.</p> </li><li> <p>Responsible for making outbound/inbound customer retention calls daily.</p> </li><li> <p>Cross-sells other Personal Lines insurance policies as required.</p> </li><li> <p>Prepares, generates and distributes weekly reports on retention results.</p> </li><li> <p>Maintains detailed call activity reports and provides to the IIA Manager on a regular basis.</p> </li><li> <p>Represents the company at public and community events as needed.</p> </li><li> <p>Possesses a positive, service-oriented attitude towards agencies, insureds, and employees within the company.</p> </li><li> <p>Workflow and Compliance Management</p> </li><li> <p>Performs duties with general guidance and refers more difficult and complex issues to supervisor or senior staff.</p> </li><li> <p>Monitors daily workflow to ensure resources are appropriately utilized in the best possible manner to meet company goals and individual productivity.</p> </li><li> <p>Learns marketplace and changing market conditions, keeping abreast of trends and techniques to maintain a competitive status.</p> </li><li> <p>Ensures state and federal compliance.</p> </li></ul> <p>Qualifications:</p> <ul> <li>High school diploma or general education degree (GED) required; Bachelor's degree in Business discipline preferred. </li><li>1 to 2 years customer service and/or sales experience required: personal lines insurance and call center experience preferred. </li><li>Equivalent education, experience, and training will be considered. </li><li>Hawaii state Property and Casualty Solicitor's License obtained within 90 days of hire. </li><li>Valid Hawaii Driver's license and use of own vehicle. </li></ul>