Client Information Guide

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    "description": "<p><span style=\"font-size:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong><u>SUMMARY:</u></strong></span></span></p>\r\n\r\n<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">The Client Information Guide is responsible for client contact (incoming and outgoing), from assigned direct contact campaigns, determining business and coverage needs, and assigning the lead to the appropriate carrier/brokerage.</span></span></p>\r\n\r\n<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><strong><u>ESSENTIAL FUNCTIONS</u>:&nbsp;</strong></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Receive incoming client calls, from assigned campaigns, asking probative underwriting questions and identifying, based on appetite and/or client direct contact, to which carrier/brokerage the lead should be assigned&nbsp;</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Enter the client lead information provided into Ask Kodiak, as needed, to determine to which carrier/brokerage the call will be transferred</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Utilize the Salesforce system to receive tasks, including but not limited to phone calls, text messages, and email communications, completing them both accurately and timely manner</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Schedule follow-up appointments with business owners/clients, as needed, to perform the underwriting triage at the time that works best for them</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Utilizing the GURU application, ensure the correct phone scripts are followed on all phone calls and messages</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Use in-office collaboration software (Slack/Teams) to consistently communicate with the team and managers throughout the day</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Provide excellent customer service, maintaining established key performance indicators related to transfer rate, time active, attendance, leads worked, and call quality scores&nbsp;</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Perform all actions relating to prospects, customers, colleagues, and carriers in a manner that will avoid issues involving potential errors and omissions</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Participate in seminars and other training, as required, to continue growth and development</span></span></li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"line-height:115%;\"><b><u>Additional Responsibilities&nbsp;</u></b></span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"line-height:115%;\">This job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or as required to support the essential functions. Specific performance objectives may be developed each year to measure the&nbsp;performance of the tasks and functions listed in this job description.</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"line-height:115%;\">Remote work opportunities vary by location, department, and business need and are subject to change, as needed. Each manager will provide details on any telecommuting opportunities, as well as scheduling, within their department.</span></span></span></p>\r\n",
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Each manager will provide details on any telecommuting opportunities, as well as scheduling, within their department.\\r\\nQualificationsKNOWLEDGE, SKILLS, AND ABILITIES:\\r\\n\\r\\n\\r\\n\\tAbility to effectively manage a high volume of incoming and outgoing client calls\\r\\n\\tAbility to work and multi-task within a fast-paced, changing priority environment\\r\\n\\tIntermediate PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.)\\r\\n\\tSelf-motivated, with the initiative to prioritize and be self-directed&nbsp;\\r\\n\\tRegular and punctual attendance is required\\r\\n\\tAbility to communicate effectively, both verbally, and in writing\\r\\n\\tExcellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels\\r\\n\\tAbility to promote and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency\\r\\n\\tAbility to successfully adhere to company policies and procedures, as well as maintain strict confidentiality\\r\\n\\r\\n\\r\\nQUALIFICATIONS:\\r\\n\\r\\n\\r\\n\\tA high school diploma or equivalent is preferred\\r\\n\\tPrevious insurance or call center experience preferred\\r\\n\\tCurrent state-issued property and casualty insurance license, or the ability to quickly obtain, preferred\\r\\n\\r\\n\\r\\nWORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:\\r\\n\\r\\n\\r\\n\\tFast-paced, multi-tasking, office environment with periodic high disruption and changing priorities\\r\\n\\tAbility to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently\\r\\n\\tAbility to lift up to 20 pounds occasionally\\r\\n\\tRequires operation of a computer workstation, including keyboard and video display&nbsp;\\r\\n\\tAll requirements may be modified to reasonably accommodate physical or mental impairment\\r\\n\\r\\n\",\"responsibilities\":\"SUMMARY:\\r\\n\\r\\nThe Client Information Guide is responsible for client contact (incoming and outgoing), from assigned direct contact campaigns, determining business and coverage needs, and assigning the lead to the appropriate carrier/brokerage.\\r\\n\\r\\nESSENTIAL FUNCTIONS:&nbsp;\\r\\n\\r\\n\\r\\n\\tReceive incoming client calls, from assigned campaigns, asking probative underwriting questions and identifying, based on appetite and/or client direct contact, to which carrier/brokerage the lead should be assigned&nbsp;\\r\\n\\tEnter the client lead information provided into Ask Kodiak, as needed, to determine to which carrier/brokerage the call will be transferred\\r\\n\\tUtilize the Salesforce system to receive tasks, including but not limited to phone calls, text messages, and email communications, completing them both accurately and timely manner\\r\\n\\tSchedule follow-up appointments with business owners/clients, as needed, to perform the underwriting triage at the time that works best for them\\r\\n\\tUtilizing the GURU application, ensure the correct phone scripts are followed on all phone calls and messages\\r\\n\\tUse in-office collaboration software (Slack/Teams) to consistently communicate with the team and managers throughout the day\\r\\n\\tProvide excellent customer service, maintaining established key performance indicators related to transfer rate, time active, attendance, leads worked, and call quality scores&nbsp;\\r\\n\\tPerform all actions relating to prospects, customers, colleagues, and carriers in a manner that will avoid issues involving potential errors and omissions\\r\\n\\tParticipate in seminars and other training, as required, to continue growth and development\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nAdditional Responsibilities&nbsp;\\r\\n\\r\\nThis job description is intended to describe the level of work required of the person performing the position. 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    "qualifications": "<p><span style=\"font-size:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong><u>KNOWLEDGE, SKILLS, AND ABILITIES:</u></strong></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Ability to effectively manage a high volume of incoming and outgoing client calls</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Ability to work and multi-task within a fast-paced, changing priority environment</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Intermediate PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.)</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Self-motivated, with the initiative to prioritize and be self-directed&nbsp;</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Regular and punctual attendance is required</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Ability to communicate effectively, both verbally, and in writing</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Excellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Ability to promote and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality</span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><strong><u>QUALIFICATIONS:</u></strong></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">A high school diploma or equivalent is preferred</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Previous insurance or call center experience preferred</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Current state-issued property and casualty insurance license, or the ability to quickly obtain, preferred</span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><strong><u>WORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:</u></strong></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Ability to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Ability to lift up to 20 pounds occasionally</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\">Requires operation of a computer workstation, including keyboard and video display&nbsp;</span></span></li>\r\n\t<li><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><em>All requirements may be modified to reasonably accommodate physical or mental impairment</em></span></span></li>\r\n</ul>\r\n",
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