Job Description

Job Role: Account Representative--State Farm Agent Team Member

Employment Type: Full-Time (40 hours per week)

Compensation: Salary + Commission + Bonuses

Role Overview:

The Account Representative plays a key role in the agency, supporting both client account servicing and driving new insurance sales. This position includes assisting with inbound phone calls, providing needs-based insurance recommendations and advice , and prospecting for new clients in auto, life, health, and fire insurance. The Account Representative will also be responsible for meeting with clients, either in person or via video calls, to offer personalized guidance and support, ensuring that each client’s needs are met with tailored solutions.

Key Responsibilities:

• Inbound Phone Support:
• Answer incoming client calls promptly, professionally, and with a focus on providing high-quality service.
• Address client inquiries related to policies, coverage options, claims, and billing matters.
• Assist clients with requests such as policy changes, renewals, cancellations, and billing inquiries.
• Direct calls to appropriate departments or team members when necessary.
• Account Servicing:
• Update and maintain client records in the system, ensuring all information is accurate and up to date.
• Process client requests such as certificates of insurance, endorsements, and other policy changes.
• Resolve billing issues, process payments, and handle account discrepancies in a timely manner.
• Prospecting and Sales:
• Actively seek out new sales opportunities for auto, life, health, and fire insurance through outbound calls, inbound inquiries, and referrals.
• Conduct needs-based assessments with prospects, identifying coverage gaps and recommending appropriate insurance solutions.
• Provide quotes to prospects, follow up on leads, and close sales to meet individual sales goals.
• Document all sales activities and client interactions within the CRM system to track progress and outcomes.
• Needs-Based Insurance Recommendations & Advice:
• Offer personalized insurance advice based on each client’s unique needs, ensuring they receive the appropriate coverage for their situation.
• Conduct regular policy reviews with existing clients, making adjustments as needed to match their evolving needs.
• Stay up to date on insurance products and industry trends to provide the best possible advice and guidance to clients.
• Client Meetings (In-Person or Video Calls):
• Schedule and conduct meetings with clients either in person or via video calls to discuss their insurance needs, provide advice, and recommend coverage.
• Maintain a professional demeanor during in-person and virtual meetings, fostering trust and confidence with clients.
• Be flexible and adaptable to client preferences for communication, whether remote or in-person.
• Problem Resolution & Client Support:
• Resolve client issues by offering timely and effective solutions, escalating more complex problems when necessary.
• Follow up with clients to ensure they are satisfied with the service provided and that their concerns are fully addressed.
• Build strong, long-lasting relationships with clients, ensuring their continued trust in the agency’s services.
• Administrative Support & Documentation:
• Maintain detailed and accurate records of all client interactions, policy changes, and sales activities.
• Assist in preparing and sending renewal notices, payment reminders, and policy documentation to clients.
• Generate reports on sales activities, client servicing metrics, and other key performance indicators.
• Collaboration with Teams:
• Work closely with other departments (claims, underwriting, customer service) to ensure smooth processing of client requests and prompt resolution of issues.
• Contribute to team-wide initiatives aimed at improving customer service, operational efficiency, and business growth.

Expectations:

• Client-Centered Focus: Deliver exceptional, needs-based service to each client, helping them make informed decisions about their insurance coverage.
• Sales-Oriented: Demonstrate a proactive approach to generating new business and closing sales, while maintaining a consultative approach to understanding client needs.
• Accuracy and Attention to Detail: Ensure all client information and transactions are handled with precision and care.
• Time Management & Efficiency: Effectively balance client servicing, prospecting, and administrative tasks within a 40-hour work week.
• Client Interaction Flexibility: Willingness to meet with clients either in person or through video calls as needed to discuss their insurance needs and provide advice.
• Teamwork: Collaborate effectively with other team members to achieve both individual and agency-wide goals.

Qualifications and Skills:

• Required:
• High school diploma or equivalent (college degree preferred).
• Strong verbal and written communication skills.
• Ability to manage multiple tasks and handle a high volume of client interactions.
• Preferred:
• Experience in the insurance industry, especially with auto, life, health, and fire insurance.
• Previous experience in sales, customer service, or account management.
• Ability to adapt to a fast-paced, dynamic work environment.
• Proficiency in using office software and CRM systems (e.g., Microsoft Office, Salesforce, etc.).
• Proven ability to conduct needs-based sales and offer personalized insurance advice.

Compensation:

• Salary: Competitive base salary based on experience.
• Commission: Commission on sales and new business generated.
• Additional Benefits: 401k, PTO, Group Health Insurance, Disability Insurance

Performance Metrics:

• Sales performance, including outbound sales, quotes provided, and policies sold.
• Client satisfaction and retention, as measured through feedback and resolution of inquiries.
• Efficiency and accuracy in handling client requests, policy changes, and documentation.
• Meeting or exceeding sales and service goals within the 40-hour work week.

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