*This is not a remote position. Candidate must reside in the Missouri City, TX area

SUMMARY

Part-time (25 hours/week) in our Missouri City, TX office. Responsible for providing high-level customer service both internally and externally. This role requires the ability to handle multiple job functions simultaneously. The primary focus of this role is to process carrier Buyer Notifications and proactively notify clients when key buyers have been denied full coverage, lost coverage or have experienced a reduction in coverage.

Essential Duties and Responsibilities

• Promptly and accurately review buyer limit notifications through daily processing of carrier mailboxes/buyer lists. An examination of each notification is required to determine the correct action necessary for processing. Each carrier mailbox/buyer list is expected to be 100% processed at the end of each day.
  
  
• Work with an advocacy mindset for the client to obtain necessary financial documents and other required information for a carrier to reconsider coverage. This person must display and utilize a proper and professional attitude in their approach to the client, buyers and the carriers.
  
  
• Provide high-level customer service to internal and external clients by processing requests for information professionally, expeditiously and efficiently with the utmost discretion for confidentiality. Must be able to prioritize multiple tasks independently and maintain dedicated and time-sensitive follow-up on all investigations.
  
  
• Assist the department with investigations as needed. Proactively respond to notices from carriers that indicate buyer coverage has been canceled or reduced. Search for buyer history, contact clients as necessary to ask for permission to contact buyers for financial reports, provide confidentiality agreements as needed, and report information back to carriers in a timely fashion. Contact buyers for bank & trade information and provide necessary forms to bank & trade contacts.
  
  
• Provide external client service by reaching out to clients and carriers with information regarding buyer changes. Keep them informed of progress/problems and how they are being resolved. Set appropriate expectations, conduct necessary follow-up, and respond in a timely and professional manner. Meet commitment times/dates for information and communicate status/updates promptly.
  
  
• Provide internal client service by working jointly with Account Managers and Producers to keep them informed of situations that affect their clients, providing up-to-date data daily.
  
  
• Utilize Word, Excel, Zimbra (email) and Gumbo software programs (as well as various carrier systems) to maintain accurate, consistent, up-to-date files. Purge outdated information continually.

QUALIFICATIONS

EDUCATION / EXPERIENCE

• College degree preferred, but not required.
  
  
• Minimum 2 years experience in a customer service-focused environment.
  
  
• Highly computer literate, with proficiency and high-level accuracy in data entry and the Microsoft Office Suite of Products.
  
  
• Proven ability to manage multiple work functions within a high-volume setting.
  
  
• Excellent verbal and written skills are required with the ability to convey requirements and information in a friendly, professional manner.
  
• Fluent English & Spanish (written / verbal). Some travel required.

SKILLS

• Can use logic to solve difficult problems with effective solutions; probes all fruitful sources for answers; is analytical and looks beyond the obvious and does not stop at the first answers.
• Incorporates technical knowledge with business requirements in assessing project scope and requirements while remaining sensitive to deadlines. Picks up on technical things quickly; can adapt to change and enjoys learning a new industry.
• Relates well to all kinds of people inside and outside the organization; builds appropriate rapport and constructive relationships; uses diplomacy and tact; can diffuse high-tension situations comfortably. Is a strong team player.
• Demonstrates a high degree of courtesy, efficiency and professionalism when communicating with colleagues, internal and external customers. Tailors communication to non-technical associates to ensure a clear understanding of project updates and modifications.

• Missouri City, TX, USA