Client Services Advocate
**Distinguished** 是一家领先的全国性保险项目管理公司，为经纪人和代理机构提供专业保险计划，专注于房地产、社区协会、酒店业、艺术品/收藏品、餐厅、内陆运输、担保、高管线、海洋货物、危机管理、交易风险以及建筑专业人士与环境领域。**Distinguished** 与一组高评级的保险公司合作，为全国 4000 家代理机构和经纪公司提供独家计划。你将有机会与一个充满活力、热情的团队一起工作，他们致力于通过帮助客户拓展业务并打造一流的系统，以及一个理想的办公环境实现增长。
加入我们的 **Urban Real Estate** 项目，担任 **Client Services Advocate**，专注于多户住宅、房东、公寓和公寓楼的保险，服务于小型城市及混合用途物业。该职位负责支持续保活动，处理保单服务，包括处理保费确定、续保审查、批改请求和索赔评估，以及回应经纪人的咨询。此外，该职位需要遵循操作流程和最佳实践，确保服务标准得到满足，并为内部和外部合作伙伴提供良好的客户体验。该职位需每天通过提供卓越的个性化客户服务，积极倾听客户的诉求和问题，表现出对情况的兴趣、关怀和同理心，从而让客户感到满意。
**职责**
- 作为主要服务联系人，确保卓越的客户体验，处理来电和邮件，解决咨询和故障排除
- 为内部和外部客户提供一流的服务，执行跟进以实现首次接触解决问题，并提高避免再次来电的效率
- 维护一般保险概念和术语的知识库，了解策略、地区偏好和关键代理合作伙伴，以实现增长和盈利目标
- 协助推荐和改进，持续提升客户体验（流程、系统、知识），提高效率并减少错误电话和邮件
- 支持续保活动；续保签发、批改/文件请求、索赔审查、文件归档
查看英文原文
**Distinguished** is a leading national insurance Program Manager providing specialized insurance programs to brokers and agents with specific expertise in Real Estate, Community Associations, Hospitality, Fine Art/Collectibles, Restaurants, Inland Marine, Surety, Executive Lines, Marine Cargo, Crisis Management, Transactional Risk and Construction Professionals & Environmental. Distinguished partners with a select group of highly rated insurance companies to provide exclusive programs to our national network of 4,000 agencies and brokerages. You will have an opportunity to work with an energetic, passionate team that is committed to growth by helping our customers grow their business and building a best-in-class system, as well as a great place to work.
Join our **Urban Real Estate** program as a **Client Services Advocate** specializing in Multi-Family, Landlord, Apartment, and Condo insurance for small urban and mixed-use properties. This position is responsible for supporting renewal activities, policy servicing handling including processing transactions such as premium determination, renewal review, endorsement request and claim evaluations, as well as responding to broker inquiries. Additionally, individuals in this role are responsible for following operational workflows and best practices while ensuring service levels are met and a positive customer experience is provided to internal and external partners. The individual is responsible to delight customers every day by providing exceptional, personalized customer service and actively listening to customer issues and questions showing interest, compassion, and empathy for the situation.
**RESPONSIBILITIES**
- Serves as primary service contact to ensure superior customer experience & manage inbound emails and phone calls to resolve inquiries and troubleshoot
- Provide best in class customer service to internal and external customers, executing follow-through to achieve first contact resolution and improve next call avoidance
- Maintain a knowledge base of general insurance concepts and terms and understand strategy, territory appetite and key agent partners to achieve growth and profitability goals.
- Assist in recommendations and enhancements to continually improve the customer experience (workflow, systems, knowledge) to increase efficiency and minimize misdirected calls and emails.
- Supports renewal activities; renewal issuance, endorsement/document request, claim reviews, file documentation, handles legal notice requests and inquiries and evaluation of loss control reports
- Updates work management system statuses throughout the cycle of the policy and monitors work in queue & maintain diligent record keeping of disposition of inbound inquiries
- Cultivates strong business relationships (internal and external) by proactively communicating and conveying ownership and commitment & building report, credibility, and trust.
- Demonstrates working knowledge of underwriting systems, workflows, procedures, and compliance rules and underwriting guidelines.
**SKILLS & QUALIFICATIONS**
- Minimum of 1+ years' experience in a customer service or support role in commercial/personal lines.
- Bachelor’s degree or equivalent combination of education and experience.
- Property and Casualty insurance license preferred (6 months preparation time permitted).
- Strong attention to detail, time management and decision-making skills
- Ability to work effectively independently and within a collaborative team-oriented environment using sound judgment in decision-making
- Excellent communication skills, both verbal and written, including the ability to listen and then to respond appropriately. Customer Service Oriented!
- Promote teamwork and organizational success, while accepting accountability and ownership, celebrating successes, and learning from past mistakes
- Must be self-driven, detail-oriented, comfortable in a growing ever-changing organization, and have strong organizational skills including time-management and prioritization.
- Some travel may be required sometimes.
**LOCATION**
- This is a remote position.
**COMPENSATION AND PERKS**
- $45,000 - $55,000 base salary plus bonus. Salary commensurate with knowledge, skills, experience, and geographic location.
- Summer Fridays (Leave at 2:00PM all Fridays from Memorial Day to Labor Day).
- Great healthcare coverage including Medical, Vision, and Dental.
- 401k with company match. Immediately 100% vested.
- Life, AD&D, Critical Illness, Accident, and Disability (short-term & long-term) insurance.
- Growth and development opportunities.
- Work-Life Balance and wellness benefits with generous time off policy including PTO and paid holidays, Dependent Care FSA, Healthcare FSA, Virtual Telemedicine, Employee Discount Programs, Paid Parental Leave, HSA, HRA, Commuter/Transit FSA, and a Sabbatical every 7 years.
**CORE VALUES**
Our Core Values define our business. At Distinguished Programs you will achieve goals focused in the best interest of our customer. **INTEGRITY** plays a crucial role in the way Distinguished does business. **INNOVATION** enables us to remain an industry trendsetter. You will be involved in projects that advance our products, processes, and people! You will collaborate with leaders in the organization and build **RELATIONSHIPS** with your colleagues, carriers and customers. Capitalize on your interests and strengths to drive an enrichment focused path allowing your determination to launch your career in an industry of endless opportunities. Bring your passion to the work you do, the people you impact and the success we **ACHIEVE** together. Acceptance and appreciation for diversity and inclusion are at our core.
We do not accept unsolicited resumes from external recruiting firms or agencies.
Distinguished Programs, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
All your information will be kept confidential according to EEO guidelines.