Insurance Specialist

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

The Insurance Specialist with an insurance focus is responsible for providing exemplary member service, comprehensive consultative insurance guidance, and growing the delivery of insurance services through branch, telephone and/or digital delivery channels.  They must be knowledgeable of operational procedures in their platform areas, have shown continual growth in their ability to deliver insurance solutions, and have begun to act in an advisory capacity, more proactively helping members to manage their insurance needs and identify other financial products to fit their overall plan.

Performance Expectations and Essential Responsibilities*

• Proficiently works to meet members’ insurance needs including: explaining coverage options, delivering quotes, writing policies and policy servicing.
• Interacts with members in an advisory capacity, more proactively helping them to identify suitable insurance and other financial products to fit their overall financial plan.
• Has advanced understanding of all financial advisory solutions to coordinate and engage with other specialists as needed to assist with complex scenarios and ensure member needs are being met holistically.
• Provides support and guidance to newer/less experienced FAS Specialists

• Utilizes SECU technology, marketing campaigns, lead platforms, and member branch visits to achieve daily activity levels that align with branch/territory/region insurance productivity benchmarks. 

• Works independently and successfully achieves expected activity productivity levels as defined by management with limited need for guidance and oversight.
• Effectively builds referral networks across all business lines to ensure members insurance needs are met and works referrals to ensure members are connected with a qualified FAS employee.
• Demonstrates advanced insurance knowledge and articulates best practices and shares valuable feedback to management and Financial Advisor Services (FAS) leadership teams. Actively looks for ways to improve the overall process of the delivery of financial advisory services and relays suggestions to Management.
• Consistently demonstrates a strong understanding of each insurance company’s products, services, underwriting requirements and risk appetite and places new business effectively in light of those requirements.
• Consistently demonstrates a strong understanding and effectively be able to navigate SECU operational systems, Applied EPIC, various insurance carrier websites and new systems as introduced in the future.
• Comply with all Credit Union policies and regulatory requirements.
• Ensure all member information remains confidential and members’ accounts are accessed for business purposes only.
• Follow all security and control procedures.
• Consistently greets and assist members in a courteous, professional, and timely manner through all service channels – in-person, phone, and digital communication.
• Demonstrated willingness to actively work with FAS Contact Center management team to strengthen proficiency in member service delivery.
• Ensure that proper identification of members is taking place and all actions are compliant with SECU’s Member Information Security Procedure (MISP).
• Willing to assist in other areas of the operation as needed.
• Professionally interact with other departments to facilitate member requests.
• Consistently maintains acceptable performance level based on Key Performance Indicators (KPI’s) and achieves and maintains standards as directed by management.
• Regular attendance and punctuality are mandatory.
• Soft skills and call quality consistently maintained at an acceptable level.
• Specialists in the FAS Contact Center will consistently demonstrate a strong understanding of CXOne platform and be available in member-facing skill sets as determined by management.
• Consistently demonstrates current and comprehensive knowledge of credit union products and services and regularly provides quality referrals.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Complete all required quarterly training courses, continuing education & other training assigned by management.

          Minimum Requirements

• Must have four-year degree with preferred fields being in the areas of Finance, Marketing, Communication, Risk Management, or related fields that align with core competencies and key responsibilities of the position. An additional 2 years of experience acting as a licensed Insurance representative (in addition to a high school diploma or GED) may be considered in lieu of degree requirement. 

• Must be fully licensed in insurance products with the following licenses:
  • North Carolina Life and Health Insurance
  • Property and Casualty Insurance or Personal Lines Insurance
• 2 years minimum experience as a licensed and producing Insurance Specialist
• 2 years experience in the credit union or financial services industry
• Must maintain all required licenses after obtaining them and satisfy all continuing education requirements.
• Demonstrated ability to work independently and as part of a team.
• Demonstrates excellent critical thinking skills, problem-solving skills, and good judgment.
• Must demonstrate excellent written and verbal communication skills.
• Must be self-motivated.
• Must possess an aptitude for meeting people, developing member confidence, respect of members and co-workers, trust in Credit Union.
• Must be able to quickly adapt to changes in daily work based on immediate needs.
• Must have strong multi-tasking and organizational skills.
• Be discreet in performance of duties and hold information about member accounts in strict confidence.
• Work additional hours when necessary to execute responsibilities.
• Must complete training, modules and education as directed by management.
• Must be able to speak English fluently.
• Must be able to cooperate and collaborate with co-workers.
• Must be cordial in all interactions with members and co-workers.
• Must be willing to engage in ongoing training and professional development.
• Must adhere to the work schedule and attendance policy established by manager.
• Travel for training may be required.  Must possess vehicle and valid driver’s license.

Job Environment

Office setting with physical proximity to other employees.

Some background noise from other employees, copy machine, and telephone.

Some aspects of job will be performed at off-site premises.

Physical Demands   

Must be able to comprehend and carry out verbal and written instructions.

Sits 50%, walk 25%, and stands 25% of the time.

Use hands and fingers to press keys on a computer keyboard to enter or retrieve information.

Must be able to communicate clearly in answering members questions.

Must listen well to ascertain the services needed by each member.

Climbing stairs may be necessary in MSS Centers that are housed on more than one floor. Visual acuity is required to complete necessary documentation.

Must be able to lift 5 pounds.

* Performance Expectations and Essential Responsibilities represent responsibilities in which team members are expected to have already demonstrated proficiency at prior position levels.  Team members are expected to continue to perform in those areas and become more proficient as they gain additional experience. 

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.