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Office Manager

ALL

Req #346

ALPA Insurance is looking for an energetic success driven Office Manager to join our team. The Office Manager isresponsible for ensuring all required tasks for the office location are carried out by employees.  The Office Manager will serve as the first Key Holder at their office location and will be responsible for opening the store.  The Office Manager assigns certain tasks to staff in order for the office to be efficient and accomplish daily goals and will manage staff members in addressing customer claims and enrolling new customers by setting target metrics, giving performance evaluations, and providing staff members with training opportunities and guidance.  Further, the Office Manager will, also deal with any escalated customer service issues that may arise. The Office Manager also performs several human resource functions such as screening applicants and hiring new team members.

  • Exhibits a leadership role that employees internalize the Vision, Mission, and Goals as their own.
  • Ensure that each direct report adheres to assigned work schedule through verification of Easy Clocking. 
  • Stay focused during busy times and delegate tasks to employees to keep business running smoothly.
  • Assist in new hire employee transition to ensure they are adjusting their job duties and include, but is not limited to: teaching, training and aiding employees in their general duties.
  • Promotes positive attitude to ensure excellent customer service skills are being utilized when Agents are interacting with our customers as well as with the other, team members, and Agents daily.
  • Be attentive to your employees by motivating them to succeed and improve at all times.
  • Ensure company dress code is adhered to by all employees’ at all times.
  • Willingness to share job knowledge or experience with CSR/Agents and coach employees on proven sales strategies and ask for feedback after training or interactions with customers.
  • Responsible for communicating with the Zone Manager and Head of Operations, as necessary.  It is the responsibility of Office Manager to report details of the workplace and be aware of activity in the office at all times.
  • Delegate and assist with daily office maintenance, to include, but not limited to; housekeeping, ordering and keeping inventory of office supplies, cleaning restrooms and break room, etc.
  • Delegate and assist in monitoring staff for attendance and other discipline issues, such as cell phone use, personal calls, and employee performance of job functions and report all incidents to the ZM, or HR Manager before taking action with disciplinary issues. 
  • Responsible to finish daily packages/reports and provide accurate information to the Accounting department.  Managers are also responsible to deposit the money collected in the office to the bank twice a day on allotted time.  These duties should be delegated to the team, however manager supervision is required.
  • In addition to the Office Manager are responsible for monitoring petty cash, register amounts,  be actively engage in the verification process of funds, and ensure verification procedures are being met at all times.  Managers should provide accurate and timely information to the accounting team for any reimbursements towards petty cash.  Any discrepancies related to petty cash or register transactions the Office Manager will engage the Zone Manager and/or Regional Operations Managers immediately.  
  • Educate team members by sharing knowledge and experiences by coaching Agents on proven sales strategies.  Solicit feedback from agent(s) after training or interactions with customers.
  • Distributing the Call Lists at the beginning of each shift. These follow up calls include, quote callbacks, call renewal, etc.  Follow up with Agents to ensure calls have been made.
  • Discuss monthly goals with staff as applicable.  Formulate strategies with Assistance Manager and team members to accomplish goals and meet monthly targets. Direct and observe Agents to ensure performance of tasks and customer service levels are being met.  Managers and Assistant Managers share the responsibility of working towards goals by directing, challenging and motivating team members.
  • Managers and Assistant Managers should formulate marketing strategies, then determine effective methods for identified locations and plan weekly trips.  Assign team member to marketing tasks.  
  • Manage and monitor office production to ensure office production flow meets or exceeds production levels ex. if the office produces 150 new policies last month then an ideal office would increase premium by 40% within current month and increase the Z-report which is essential for long term business success.  Strategize a plan to increase the Z-report depending on customer flow.

  • High School Diploma or GED, Some College preferred
  • 1-3 years Customer Service/Insurance Sales Experience required
  • 0-6 months of Lead/Supervisory experience, preferred
  • County Mutual License required, Property & Casualty (P&C) preferred

Operations - Customer Service Representative/Insurance Agent

ALL

Req #345

ALPA Insurance is seeking energetic and hungry individuals with an entrepreneurial spirit to join our fast pace sales team, as Customer Service Representative / Insurance Sales Agent.  As a CSR / Sales Agent you will work with a team that shares your desire to win.  Position pays a competitive base with a generous commission structure that works well for those who are disciplined and follow our proven sales process.

  • Assist customers with various types of insurance needs ex. automobile, motorcycle, home, travel, fire, and property and possibly specialized policies such as marine or commercial needs depending on license type.
  • Communicate with clients to understand their financial resources and needs, the physical condition of the property to be insured, and discuss any existing insurance coverage.
  • Customize insurance programs to suit individual customers, often covering a variety of risks.
  • Provide excellent service by explaining features, advantages and disadvantages of various policies to promote the sale of insurance plans.
  • Inspect vehicles, examining general condition, age, and other characteristics, to decide if it is an acceptable insurance risk.  
  • Contact underwriting and submit forms to bind coverage.  Agents must complete and submit forms timely so that policy requirements are achieved.
  • Calculate premiums and establish payment method and process payments.  You will also help prepare required daily reports and use MS Excel and math skills to report transactions and balance reports.
  • Seek out new clients, generate lists of prospective clients, and develop clientele by networking and marketing.  You and your office will develop marketing strategies to attract new customers. 
  • Assist customer with communication of insurance claims to ensure quality customer service.
  • Reach out to policyholders daily to follow up on various matters such as, payment requests, suspensions, renewals, and policy cancellations.
  • Perform administrative tasks, such as organizing and completing paperwork, filing, maintaining records and handling policy renewals daily.
  • Must have reliable transportation for daily marketing and bank deposits. 
  • Assist with daily housekeeping routines which include but are not limited to: turning on lights and signs, making coffee, ensuring equipment and computers are ready for work, and customer areas (tables, floors) are free of dirt, dust and other debris.  Daily housekeeping of the break room and rest rooms are required as well.
  • Attend meetings, seminars and programs to learn about new products and services, learn new skills, and receive technical assistance in developing new accounts.  Complete continuing education courses as required to maintain active license status with TDI.

  • High School Diploma or GED
  • Customer Service/Insurance Sales Experience preferred
  • Basic knowledge of Insurance Industry, is a plus
  • Hold a valid and current County Mutual, Limited Lines or Property & Casualty License in Texas (highly preferred, but not required)

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