Summary: This position is accountable and responsible for all aspects of quality assurance for our private household clients and business clients utilizing our insurance products. This position works closely with Account Managers to ensure client satisfaction through strong communication, support, attention to detail and impeccable follow-up.

Essential Functions:

• Handles interactive interface (input into carrier's system) on all endorsements, new business, renewals, etc. where RealTime is not available.
• Stays current on all interactive input issues and on carrier RealTime communications functions.
• Checks all company-produced documents for accuracy. Communicates with and secures corrections from all carriers on incorrect items; uses open activities to ensure accurate completion.
• Invoices transactions that are received from carriers and checks ones done by Account Managers.
• Establish and maintain long-term networking relationships and centers of influence through active involvement and participation in business, social, community and political arenas, boards, or activities.
• Coordinates all downloaded activity from carriers for department.
• Handles invoicing per agency guidelines for downloaded transactions.
• Works with carriers to make all downloads consistent with agency's full usage rules.
• Readies and mails/emails/portals (or gives to Producer to deliver as per account specs) all policy records that the agency is responsible for sending.
• Follows-up on delayed new, renewal and change declarations from carriers; uses open activities to ensure all renewals are accurate, ready and out in time.
• Refers gaps in coverage; low limits and other account deficiencies to Account Manager via open activity so that the account and/or policy can be properly written.
• Verifies all signed docs t-filed and scanning done by agency guidelines.
• Updates claim statuses in system as received from carrier; refers large payments and any problem items to Account Manager.
• Maintains all company-specific rates and forms manuals for carriers that do not yet support that information on websites; updates agency intranet as necessary.
• Verifies completion of applications, questionnaires, and any other work items. Learns the products that are available through the agency's carriers and be comfortable making recommendations to Account Managers and Producers.
• Work closely with the payroll and accounting departments to ensure a seamless transition and an exceptional client experience for new and existing clients.
• Handles any other duties assigned by agency management.

Knowledge, Skills, Abilities:

• Excellent verbal and written communication skills.
• Time management skills, including the ability to organize and manage multiple priorities.
• Solid interpersonal and communication skills in order to meet customer needs and resolve customer service issues.
• Self-motivated and the ability to build relationships.
• Have proven facility in common computer programs as well as the technical aptitude to learn and use new systems.
• Knowledge of GTM's carriers' underwriting guidelines and all documents required to place a risk.
• Ability to read, analyze, and interpret insurance policies, coverages, documents and regulations.

Minimum Qualifications:

• Associates degree in business or a related field.
• Experience working with Applied Epic software or other similar insurance software.

Success Factors:

• Ability to maintain a positive attitude within a fast-paced, growth-based environment.
• Ability to embrace and adapt well to change.
• Think creatively and offer ideas to help enhance the client experience and agency productivity and/or E&O security.