We are hiring a new Personal Insurance Customer Experience Specialist
Please read this carefully and completely before applying.
The Personal Insurance Customer Experience Specialist acts as the main point of contact for our personal insurance clients for policy maintenance, claims and the annual renewal experience. You will focus on the relationship between the client and the agency, providing advice and guidance for personal and family insurance needs. For our agency, Personal Insurance includes some incidental business insurance policies.
Heritage Insurance Agency embraces the digital economy. We serve the insurance needs for families and businesses throughout Pennsylvania, Maryland and Tennessee using video chat, electronic signatures and SMS texting to communicate and process insurance transactions as efficiently as possible. As a Customer Experience Specialist with our agency, you will need to be comfortable with these types of systems.
This is a Full Time Position
Heritage Insurance Agency opened its doors in 1976, and retains a core base of loyal clients. Current management took ownership of the agency in 2011 and has effectively doubled our premium volume since then. Growth through effective retention strategies coupled with attracting a steady stream of new business remains our primary focus.
We are a Trusted Choice Independent Agency, representing over 20 carrier partners in order to maintain relevance to each of our clients no matter how their needs change. We offer a full array of insurance products for individuals, families and businesses including Home, Auto, Life, and Medicare Supplements.
We serve our clients first while representing our carrier partners well in order to provide the RIGHT insurance product at the BEST price. We are committed to our CORE VALUES of optimism, integrity, service, honesty, teamwork and fun. We have big, ambitious dreams that we work hard toward achieving all while having a great time!
This is a fantastic opportunity to get started on the ground floor, and move up with a growing company. You will be provided with a great hourly rate, along with bonuses based on individual results, agency production and profitability. First year compensation will fall between $35,000 – $45,000 depending on how quickly you learn and how effectively you apply yourself.
Our clients deserve to be able to reach us when they expect us to be available. Our normal business hours are 9-5 Monday through Friday. Also, we are a team that has each other’s back. We rely on consistent availability during our open hours. However, we also understand you have commitments outside of work. You will receive Paid Time Off from day one, and flexibility as needed as long as your expected work product meets or exceeds agency standards.
Why you would want this job.
- You enjoy helping people.
- You like a variety of tasks to do throughout the day
- You look forward to meeting and getting to know new people
- You have a positive attitude
- You thrive when challenged and like working hard to achieve your goals
- You enjoy solving problems
- You are outgoing and upbeat
This is where we need you to be real honest with yourself. You need to decide if this job is truly a good fit for YOU. If you are most comfortable with a job where you are simply paid for being present from 9-5 and doing the tasks assigned to you, this is NOT the job for you. You need to demonstrate a desire to continually develop your skills, while making a positive contribution to our team and our clients. You really do need to understand how rewarding it is to do HARD work and accomplish DIFFICULT tasks.
An insurance license or insurance experience are not needed, but you will be expected to get a Property & Casualty and Life & Health insurance license quickly. You also need to be able to pass a background check and reference checks. Seriously, we will do them. If that is going to be embarrassing for either of us, you can stop reading now.
Still there? Awesome.
Skills Needed to Thrive in this Position
Computer Confidence – we utilize many different applications to accomplish our work. Some of the systems are simple and intuitive, others are quirky. You should enjoy diving into computer systems, enjoy utilizing them to increase your productivity, and be able to adapt when they update and look totally different (though many times their “bones” remain the same). If you get worn out spending time in front of a computer, or are easily thrown off when a web application changes its look and feel, you probably won’t want to apply here.
Professional Curiosity – insurance offers a wide and deep pool of information to explore, as well as the opportunity to sharpen your professional skills through continuing education and specialized training. We believe in order to get more, you’ve got to become more and we accomplish this through regular attendance at industry training and working toward attaining professional designations.
Communication – you need to clearly and correctly communicate with clients via face to face, telephone, email, text and social media. We want to meet our clients where they are at and interact with them in the manner they prefer. You need to be articulate.
Interpersonal – you will need to work closely with other team members, as well as serving clients and interacting with vendors. You will need to effectively build trust and convey our value proposition to all of those stakeholders. You will need to understand your strengths and weaknesses and adapt to those.
Math – you don’t need to be a budding Einstein, and you can use a calculator, but you have to be comfortable doing quick calculation (add, subtract, multiply and divide).
Organizational – You will need to be able to plan, schedule and monitor your activities while setting priorities and meeting deadlines. You WILL be interrupted. So, you will need to be able to adapt to that without losing efficiency.
This is HUGE. You need to be outgoing and confident. You have to enjoy people. You have to have a genuine desire to help them and have the ability to motivate and persuade them. You need to be cooperative and have a good sense of humor. You have to be ethical and honest, no matter what. You have to be punctual. You have to be a problem solver. You have to be able to accept constructive criticism and correction without getting defensive or discouraged.
Above all, you have to possess a great ATTITUDE. Seriously, we can train you in the insurance stuff, but if your attitude is not GREAT (notice I said great. Good is not adequate), you will have trouble succeeding here.
Your Work Ethic
You really have to be the kind of person who enjoys working. We understand that not everyone does, but the person who will be successful in this position will need to be proud of working as a team to accomplish things. This job will need to become a big part of your life and one that you enjoy participating in.
You need to understand that we do not intend to pay you simply for being at work, but for what you do during the time that you are working. Our business does not exist if we cannot make a profit. Everyone needs to pitch in and contribute to the profitability of the business every day.
We do not require employees to put their personal phones away during work hours, but it needs to be understood that using your personal phone while working should be done sparingly. It WILL distract you no matter how good a multi-tasker (We don’t believe in multi-tasking BTW) you think you are. A quick text to say the kids are home or whatever is cool. Just don’t abuse the privilege.
None of this is meant to be harsh. We truly are not that strict, but our team works hard. So any new team member that slacks off is disrespecting the team effort. We just want to be as open and honest as possible up front. That way you can determine for yourself if you will be able to keep up with us.
Look, your personal life is your business. However, if your personal life is a mess, please get that straight before you apply for this position. I can guarantee that the additional demands of this job will not help you if you have personal drama. I also know that your personal drama can negatively impact your performance here.
Still haven’t lost you, huh? NICE!
We will not micro-manage. We do have some standards that we expect you to live up to. Those will be clear to you and we will correct when you get away from those. However, we WANT you to be free to create success for yourself and our team and do so in a way that you enjoy. We also want to learn from you if you find a better way to do something. You will contribute to everyone’s success in this way.
The “We Can’t Have This” List
- Dishonesty – This goes to the heart of who we are. We won’t stand for this. Without integrity, we will not succeed.
- Bad Attitude
- Disrespect – Applies to clients especially, but won’t be tolerated with coworkers or others in general
- Refusal to follow instructions
- Whining and complaining – Before you come to address a problem, try to come up with a solution to propose.
The “We Gotta Have This” List
- Integrity – Even when nobody is looking
- Desire to achieve and grow
- Positive Attitude
If you are still reading this, then you are not afraid of a challenge and may be a perfect fit for our team. If you think you are, please carefully follow the instructions below to let us know who you are and why you might be just who we are looking for.
How to apply – Please EMAIL your resume to firstname.lastname@example.org. In the subject, put “Your next awesome team member”. In addition to your resume, attach a 1 page document (Preferably as a Microsoft Word document or PDF) quickly telling us about you and specifically why you think that you would be perfect for the position.
DO NOT apply via any other method. We anticipate receiving a lot of responses to this job posting. So, we need you to do it this way. Thanks.