Job Description

Summary: Deliver professional, knowledgeable support to internal and external customers by applying a thorough understanding of insurance products, company programs, and established procedures. Serve clients across the policy lifecycle by performing licensed insurance agent activities, including needs assessment, product recommendations, quote generation, application processing, policy servicing, and documenting client interactions.

Key responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and online channels.
• Assess client needs and recommend appropriate insurance solutions that align with their circumstances and objectives.
• Prepare and present accurate quotes; assist clients with completing applications and required documentation.
• Manage policy lifecycle tasks such as policy changes, renewals, endorsements, and basic claims support.
• Maintain accurate, timely records of customer interactions and policy transactions in internal systems and CRM.
• Research and resolve customer issues, coordinating with underwriting, product, or sales teams as appropriate; escalate complex issues to the appropriate personnel.
• Identify opportunities to improve processes, workflows, and service quality to enhance client satisfaction and operational efficiency.
• Keep current on product offerings, underwriting guidelines, regulatory and compliance requirements, and market developments.
• Collaborate with colleagues to support sales objectives, retention goals, and overall team performance metrics.

Required qualifications:

• High school diploma or GED.
• Minimum two years of customer service experience; experience in insurance or financial services preferred.
• Proficiency with Microsoft Excel and Outlook (minimum one year); general PC literacy and accurate data-entry skills.
• Strong verbal and written communication skills with professional telephone and email etiquette.
• Demonstrated problem-solving ability, attention to detail, and capacity to manage competing priorities in a fast-paced environment.
• Ability to establish and maintain trust-based relationships with clients and work effectively as part of a team.
• Possession of, or willingness to obtain in a timely manner, relevant state insurance license(s).
• Authorization to work in the United States.

Preferred qualifications:

• Prior experience as an insurance agent, inside sales representative, or other client-facing insurance role.
• Familiarity with CRM systems and standard office productivity tools.
• Proven track record of meeting or exceeding service and sales performance expectations.

Additional information: The Gainey Agency supports professional development and offers opportunities for career advancement and performance-based incentives. Employees are expected to maintain compliance with licensing and regulatory requirements and contribute to a collaborative, client-focused work environment.

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