Back Office Employee

PURE Insurance

Job Title: Broker Services Associate

About the role:

Our Broker Services Associates deliver exceptional service to our independent broker partners and Underwriters while setting the standard of service excellence & exceptional individual performance for the team. Responsibilities include administrative support for quoting new business, handling inbound and returned mail, responding to lender inquiries, and transcribing feedback left by members and brokers on our CSAT Survey.

Key Skills Required:

• Proficient in American English, including comprehension and spelling / grammar for transcription
• Accurate data entry and typing skills
• Proficient in writing emails, reports, and other documents clearly and professionally
• Familiarity with Salesforce and Microsoft Office applications
• Strong attention to detail

Input New Business Quotes

Team members will review documentation submitted by independent brokers outlining information to include in a new business quote. For each submission, Associates are expected to accurately enter information, run the applicable reports, upload documents, and refer to the Underwriter.

Key responsibilities:

• Able to identify and comprehend key insurance terms from submitted documentation of varied formats
• Accurately complete fields in PURE Online, using submitted documentation and supplemental informational sites where needed
• Identify conflicting information and inconsistencies to be escalated to the reviewing Underwriter
• Escalate complex issues to higher-level support as needed
• Prepare and package submitted documents, including all policy contracts and correspondence for final review by Underwriting

Process Returned Mail

Broker Services is in charge the return mail for the company. Any policy document, invoice, cancellation confirmation, etc. that has an incorrect or undeliverable address is returned to the White Plains office. An Admin in White Plains is responsible for sorting through all of the mail and scanning the documents into the Mail Queue. It is the responsibility of the Broker Services team to notify the broker and update the policy and resend the documents, if necessary.

Key Responsibilities:

• Ability to identify, classify, and take appropriate action on returned mail based on document type
• Verify and validate member information and documentation in the PURE Online system
• Enter and update member, broker, and mortgagee information in PURE Online
• Utilize email templates to notify brokers and mortgagees of policy changes and returned documentation

Respond to Lender Inquiries:

Lenders and mortgage companies often require updated policy information for their records at the time of a home purchase, refinance, renewal, and other reasons. These inquiries are handled by Broker Services through the PURE Lender Portal, which allows lenders to complete individual submissions for each inquiry, specifying the information they need validated.

Key Responsibilities:

• Verify and validate member, loan, and lender information in the PURE Online system
• Accurately provide policy details including premium, coverage amounts, and key dates
• Prepare and send corresponding policy documents when requested

CSAT Feedback Transcription

We afford members and brokers the opportunity to leave verbal feedback on our phone surveys at the end of each interaction. To evaluate this information, the call segments must be transcribed for our leaders to review, draw trends from, and reach out to those who require additional assistance.

Key Responsibilities:

• Able to understand and comprehend feedback (American English) left by members and brokers
• Proficiently transcribe feedback using accurate spelling and grammar
• Note exceptions where feedback was unintelligible, or disconnected
• Capture transcriptions in Excel to efficiently share back to PURE leadership