Job Description
Job Description
Provide support to the Agency Manager and Kentucky Farm Bureau members. Responsibilities include answering questions for insureds, membership, insurance company personnel, and mortgagee / lienholders.
Understanding policy coverages for all lines of insurance.
Knowledge of policy coverage for all lines of insurance.
- Build relationships with internal and external customers to deliver exceptional customer experiences.
- Answer telephone inquiries pleasantly and efficiently, providing requested information.
- Assist in filing claims and gathering information from insureds or third parties regarding claims.
- Provide certificates and proof of insurance cards to insureds as requested.
- Assist the Agency Manager with placing business, including quoting and binding policies for the Agency manager. Answer policy and billing questions.
- Assist the Agency Manager with running reports, including trending and book of business reports.
- Perform research using multiple systems to answer inquiries.
- Research payment activity as required to identify misapplied payments and determine if any action is needed.
- Analyze billing accounts to answer customer inquiries regarding their policies.
- Explain the billing process to insureds.
- Process payments made in person and via phone, and resolve issues related to credit card processing.
- Analyze policy transactions to ensure coverage aligns with the requests from insureds, and when differences occur, process all required policy changes.
- Compose and create letters of explanation of coverage or payments in response to incoming mail from customers and mortgage companies.
- Supply claim history / loss reports to insureds upon request.
- Research and analyze policies and explain premium changes to insureds upon request.
- Research and analyze policy history to provide a record of activity and copies of appropriate substantiating documents for use in legal defense or by claims personnel.
- Answer inquiries regarding customer portals including the registration process and online payment processing.
- Contact banks and additional interests to resolve payment issues and overdraft charges.
- Research refund checks and request stop payments or replacement checks when needed.
- Keep abreast of policy changes, rating procedures, workflow, functioning of automated systems, etc.
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