Westwood Insurance Agency is one of the largest personal lines agencies in the US. Since 1952, we’ve helped more than a million customers protect what matters most. Licensed in all 50 states, Westwood represents hundreds of insurance products offered by the country’s top insurance companies. That’s an advantage for our customers, who benefit from a wide selection of products and pricing. Westwood works closely with home builders and mortgage companies to provide homeowners insurance that is fast, easy, and hassle-free. Our technology-based approach simplifies the process by incorporating insurance into the closing process. The result is happier customers and more on-time closing. As a full-service agency, we can help customers find the right coverage for their circumstances from a wide variety of insurance products, including homeowners and renters policies, auto insurance, specialty item and special event endorsements, small business insurance, umbrella policies, and much more.

The National Sales Assistant takes incoming calls and places outbound calls as necessary. Processes and replies to Customer Service emails as assigned by leadership. Takes payments for policies. Makes changes and endorsements to policies that may or may not require a license. Will be placed on other product-focused teams

Principal Responsibilities:

• Maintains a concern for timeliness and completeness when interacting with clients, brokers or insurance company partners to create a positive experience.
• Documents all activity in on-line client file to ensure quality and responsiveness.
• Personally, provides prompt, efficient, high-quality service to all client.
• Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem.
• Attracts potential customers by answering product and service questions.  Makes suggestions about other products and services based on client needs.
• Maintains a quality result by following established procedures and making recommendation for changes.
• Open, cancels and updates client policy information based on requests received
• Provides system and procedure training to new colleagues and acts as subject-matter expert for colleagues
• Continuously evaluates current processes for improvement and/or efficiency
• Handles complex client escalations for colleagues ensuring client satisfaction and assists in managing the day-to-day operations

Education, Experience, Skills and Abilities Requirements:

• Minimum of 3 years of Customer Service experience and/or 2 years of Call Center experience.
• The ability to learn appropriate firm software systems.
• The ability to learn insurance products and grow in product knowledge.
• The ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms.
• Capable of multi-tasking and prioritizing workloads while adhering to deadlines.
• The ability to interact and communicate effectively in a team environment to share knowledge and manage workflows.
• Demonstrates the firm’s behavioral tenets, exuding behavior that is aligned with the corporate culture.

Special Working Conditions:

• Fast paced, multi-tasking environment.

Important Notice:

This position description is intended to describe the level of work required of the person performing in the role and is not a contract.  The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization.  All requirements may be subject to reasonable accommodations to applicants and colleagues who need them for medical or religious reasons.

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