Insurance back office assisstant

Insurance back-office support

Phone & Client Communication

● Answer all incoming calls promptly, professionally, and in a courteous manner — with no missed calls.

● Direct calls to the appropriate team member or handle client inquiries within scope.

● Provide policyholders with updates on billing, payments, ID cards, and documentation requests.

● Document all client interactions in the agency management system (AMS/CRM).

Retention & Cancellation Saves

● Handle client cancellation requests with empathy and professionalism.

● Proactively address concerns by offering solutions such as policy reviews, discounts, or alternative coverage options.

● Highlight the value of staying with our agency (personalized service, bundled savings, local support, etc.).

● Escalate cancellations that cannot be retained to management, with detailed notes.

● Track and report cancellation save attempts and outcomes weekly.

Outbound Service Calls

● Make a minimum of 100 outbound calls per day for service-related tasks.

● Contact clients regarding billing, missing documents, payments, ID cards, and Evidence of Insurance (EOI).

● Ensure all calls are logged and outcomes are tracked (completed, voicemail, follow-up required).

● Use call scripts and talking points provided by the agency to ensure consistency and compliance.

Pre-Bind Processing

● Review new applications for accuracy and completeness before binding.

● Verify required documents such as driver’s licenses, declarations, prior insurance, and payment authorizations.

● Ensure underwriting requirements are met prior to submission.

● Communicate with clients regarding any missing information needed before binding coverage.

Post-Bind Processing (Missing Documents)

● Follow up with clients immediately after binding to collect outstanding documents (e.g.,signatures, inspections, proof of home updates, photos, etc.).

● Maintain a log of missing post-bind requirements and track deadlines.

● Send reminders via phone, email, and text until all documents are received.

● Upload and file completed documents into the agency management system.

● Communicate with carriers regarding outstanding underwriting requirements

Policy Servicing & Processing

● Quote summary and proposal preparation.

● Policy checking and servicing to confirm accuracy.

● Policy setup for new and existing clients.

● Renewals processing & managing renewal lists.

Certificates, Documents & Compliance

● Prepare and issue Certificates of Insurance (COI).

● Document indexing, filing, and maintaining accurate digital records.

● Loss run processing and follow-up with carriers.

● Ensure compliance with agency and carrier documentation standards.

Billing & Accounts Receivable

● Contact clients regarding overdue or upcoming payments.

● Explain payment options and assist clients in completing transactions.

● Monitor billing reports and follow up with clients to prevent policy cancellations.

● Escalate unresolved billing issues to the agency manager or designated staff.

Administrative Support & Data Entry

● Maintain accurate notes and task updates in the client management system.

● Send reminder emails/texts to clients for payments or missing documents.

● Data entry for applications, policy changes, and other service requests.

● Assist the agency team with other administrative tasks as assigned.

● Participate in weekly check-ins with management to review progress and priorities

Job Type: Full-time

Experience:

• Back office: 2 years (Preferred)
• Insurance verification: 2 years (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: In person