Renewal Specialist - Liaison

SUMMARY:

Primarily responsible for expediting agent issues by analyzing internal business factors to produce immediate solutions. Assists agents with inquiries related to underwriting rules, procedures, regulations, and Audit issues. Mentors Renewal Specialists with complex agency/insured questions and policy information. Reviews policy structures to determine if changes need to be made to stay in compliance with bureau rules and regulations. Trains new Renewal Specialists.

Provides customer service to agencies and policyholders related to complex inquiries, policy, and audit information. Contacts include state rating bureaus, Business Development Consultants, Business Development Directors, Service Center Managers, Underwriting Technical Advisor,Service Center staff, Finance Department, Claims Department, agents and policyholders.

• Demonstrated ability to analyze and examine agent issues to resolve them immediately through completing all internal processes for a quick resolution.
• Specializes in working with agency CSRs to provide a high touch level of service to create strong agent loyalty.
• Functions as a liaison with the service center and audit to ensure our internal processes and procedures are current.
• Actively engages in the identification of solutions for multiple or cross-functional business areas. Understands the direction of the overall industry and evaluates the related impact.
• Coordinates with various internal departments and personnel to provide agent answers to their issues and put them with a personal contact for resolution concerning:
  Accupremium, Group Programs, and Claims.
• Respond to complex policy inquiries and provide direct customer service to Agents by assisting with interpretation, application, and communication of rating algorithms, the policy contracts, workers compensation laws, Manual Rules Experience Rating calculations, Anniversary Rating Dates and multiple and conflicting state factors/rules.
• Educates agents on our systems and liaisons with the help desk for quick resolution of technical problems, system issues.
• Investigates and liaisons with agency relations for thorough agent onboarding and producer access.
• Cultivates and enhances relationships with agency CSR’s to promote long term growth and increase retention.
• Calculates, prepares, and develops, renewals using corporate underwriting guidelines within their letter of the authority.
• Determines renewal eligibility for policyholders and develops appropriate pricing based on loss history, audit results, STI, PM scores, and hazard exposures.
• Analyzes and reviews renewal accounts for insurability and accepts within letter of authority. Recommends declinations to BDC.
• Formulates and approves repricing needs requested by the agent or in the renewal process. This includes, but not limited to multi-state repricing, in depth knowledge of each BDC’s repricing renewal needs, working with state rate reductions/increases to maintain profitability on the renewals.
• Reprices renewals due to competition, or market fluctuations, to retain profitable accounts by adding/removing schedule credit/debit or moving it from one company tier to the other.
• Evaluates group program renewals to incorporate proper placement of renewal accounts in or out of the program based on pricing needs, eligibility of the program, and loss history.
• Serves as back-up to BDC’s for phone and e-mail inquiries regarding renewal business while BDC is out of office, including documentation of records and briefing BDC on any pertinent issues when they return.
• Thoroughly assesses claim history of indemnity and medical claims. Composes a summary of details relating to complex claims to add to the underwriting file.
• Trains and mentors working out…