Product Specialist-Financial Services

Position Description

 TITLE: Product Specialist      

MANAGER: Client Services Manager 

DIVISION:  Financial Services       FLSA STATUS:  NON-EXEMPT

DEPARTMENT: Client Services      OFFICER POTENTIAL:  SVP/VP/NA

  DATE: 03/08

 

GENERAL FUNCTION: Responsible for responding to telephone and email inquiries from clients, agents and producers.  Provide superior service to clients, agents and producers by excelling in professionalism, preparedness, expertise and vision.  Support mortgage related products, including Risk Secure and Blanket Mortgage Fire, GAP, Blanket Lenders Single Interest and various other products, with a focus on assigned product(s).  Service and marketing responsibilities are required in this position. 

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

·  Maintain contact with lender clients, agents and producers as necessary to ensure that all client service needs are met. Follow prescribed client services processes with the highest level of professionalism and with a focus on achieving outstanding customer service.

·  Take responsibility and ownership for improving and building the relationships with our existing clients and agents. Proactively call lender clients and agent personnel to provide additional service. Proactively call attendees of new lender installation training sessions.

·  Develop firm working understanding of product scope for all products listed under General Function.

·  Support products listed under General Function and provide additional product administration as necessary, including creation of and changes to forms.

·  Ensure delivery of new installation kits, supplies and necessary program material to accounts, i.e., applications, certificates, instruction manual, etc., under the coordination of the Client Services Supervisor.

·  Assist with web-based (Live Meeting) training for clients and/or agents.

·  Ensure all submissions including applications are complete, accurate and meet company requirements.

·  Keep a record of each account marketed, the carriers used and the current status.

·  Regularly check correct rates and premiums for requested coverage on accounts. Notify the Client Services Supervisor of any discrepancies and work to resolve.

·  Check new and renewal policies per guidelines, endorsements and audits for accuracy in rating, typing, coverage, signatures and input data.

·  Maintain complete familiarity with web-based programs for products listed under General Function, especially with programs associated with assigned product(s).

·  Create, quality check and distribute, submit all product reports, including sales reports, commission statements and carrier payment reports.

·  Maintain the accuracy and completeness of data; execute and document work in accordance with company standards. Maintain a pending file for outstanding correspondence, reports, customer supplies, etc.

·  Follow up on overdue and suspense remittance items.

·  Inform and educate clients about policy coverage, changes, exclusions and insurance coverage needs.

·  Apprise Client Services Supervisor and/or Producer(s) of any unusual activity regarding the accounts or requests for cancellations.  Involve Client Services Supervisor and/or Producer(s) when necessary.

·  Apprise Client Services Supervisor of prospective clients and possible business opportunities with current clients.

·  Process and follow-up on cancellation requests to carriers to ensure accurate and timely resolution.

·  Perform all actions relating to the public, customers and companies in a manner which will avoid issues involving potential errors and omissions.

·  Participate in any special projects at management’s request.

 

SUPERVISORY RESPONSIBILITIES: None

 

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

·  Must be a self-starter with the ability to work independently, as well as a part of team.

·  General working knowledge of product set described in General Function.

·  Excellent verbal and written communication skills.

·  Creative and imaginative problem solving abilities, a strong desire to create win-win situations.

·  Ability to analyze reported data from websites and manual remissions for inaccuracies and make or request necessary corrections.

·  Well organized. Good follow-up skills are essential.

·  Ability to work in a fast-paced environment, effectively prioritize requests and manage time.

·  Should have a thorough understanding of financial services products, methods and coverages.

·  Microsoft Office products with an emphasis on Word and Excel at the intermediate level.

· Minimum two years experience in similar position is desirable.

 

WORKING CONDITIONS:

 

1. Normal office environment with little exposure to dust, noise, temperature and the like.

2. Extended viewing of CRT screen.

 

APPROVALS:

 

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Manager Signature Date

 

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Human Resources Signature  Date