Position Overview:
The Policy Services Specialist position will assist with the daily workflows for incoming bind requests, endorsements, cancellations, reinstatements, new or renewal issuance and general review of correspondence received within their authority level. When deemed necessary these responsibilities could also include aiding within Customer Care and/or Training and Development in addition to any general job duties listed below.
Job Responsibilities:
· Collect data needed and organize documents and/or reports within a file to prepare it for review by underwriting and/or non-authority companies
· Review submitted documents received for J&J’s file documentation to ensure there are no changes from the original submitted documents prior to processing
· Send binding, new or renewal issuance, endorsement, cancellation and/or reinstatement requests to Non-Authority carriers for processing
· Review applications, documents, reports, etc to ensure the underwriter has properly reviewed and approved for acceptance
· Process, by means of data entry, binding, new or renewal issuance, endorsement, cancellation and/or reinstatement requests for authority carrier in various issuance systems
· Send confirmation of binding documents, including invoices if applicable, to agents
- Maintain J&J’s company service standards promise to our customers every week
- Ordering inspections and/or MVR reports indicated by underwriting or the carrier on accounts written
- Follow up on requested/required documentation as needed
- Navigate and understand various Standard Operating Procedures (aka; SOPs)
- Ensure electronic file integrity and ability to maintain confidentiality
- Enter File Notes to document conversations and information provided during phone call conversations with the customer
- Import emails received and/or sent to customers to document information provided during email correspondence with the customer
- Contributes to team effort and/or other by accomplishing various tasks as they are assigned
- Effective communication with owners, department managers, staff and teammates
- Assist with Customer Care and/or Training and Development duties upon request
- Annual 16 hour continuing education encouraged
Education and Work Experience:
- High School Diploma or equivalent
- Minimum of six months to three years clerical, customer service and/or data entry experience preferred but not required
Knowledge Skills & Abilities:
· Ability to type 30-50 WPM
- Strong customer service skills
- Capacity to analyze information and mathematical aptitude
· Ability to learn various issuance/rating systems and/or new tasks when necessary quickly, efficiently and accurately
- Ability to learn underwriting, forms and rate/rule manuals within authority level
- Capacity to utilize on-line reference manuals and/or SOPs
- Ability to communicate with very clear verbal and/or written communication skills
- Exceptional interpersonal skills including a positive and welcoming attitude
- Research skills and confidence with problem solving skills
· Ability to type accurately, organize and present information in a neat and effective manner
· Ability to manage multiple tasks and exercise good judgment while paying attention to details
· Ability to handle difficult customers with confidence
· Willingness to learn and ability to take initiative by self-motivation
· Knowledge and experience with Microsoft Office Suite (word, excel, PowerPoint, outlook)
Typical Physical Demands:
· Requires the ability to sit or stand for long periods of time, occasional stooping, and reaching
· May require lifting-up to 25 pounds
· Requires normal range of vision and hearing with or without accommodations
Career Path from level I to IV:
· Determined by; confidence level and comprehension within Knowledge Skills and Abilities and Job Responsibilities, self-motivation, completed education requirements, contributions to the team and/or tenure within the role.
