Insurance - Back Office Support

• Insurance - Back Office Support

Insurance back-office supportService Virtual Assistant (Service VA)Phone & Client Communication● Answer all incoming calls promptly, professionally, and in a courteous manner — with nomissed calls.● Direct calls to the appropriate team member or handle client inquiries within scope.● Provide policyholders with updates on billing, payments, ID cards, and documentationrequests.● 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, oralternative 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 ofInsurance (EOI).● Ensure all calls are logged and outcomes are tracked (completed, voicemail, follow-uprequired).● Use call scripts and talking points provided by the agency to ensure consistency andcompliance.Pre-Bind Processing● Review new applications for accuracy and completeness before binding.● Verify required documents such as driver’s licenses, declarations, prior insurance, andpayment authorizations.● Ensure underwriting requirements are met prior to submission.● Communicate with clients regarding any missing information needed before bindingcoverage.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.Insurance back-office supportService Virtual Assistant (Service VA)● New business setup from application to issuance.● Claims processing and follow-up with clients and carriers.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.

Mandatroy Skills

Must have 1–2 years of experience in insurance back-office support or client servicing roles.

Strong communication skills with the ability to handle inbound/outbound client calls professionally.

Proficient in using AMS/CRM tools for documentation and policy management.

Experience in policy servicing, billing follow-ups, and handling cancellations or renewals.

Detail-oriented, organized, and able to manage high call volumes (100+ calls/day).

5 days working a week

The position involves rotational shifts, which can start anytime between 4:00 PM and 10:00 PM, with a 10-hour work schedule.