Virtual Broker Assistant

This is a remote position.

Role Overview:

We are seeking a dedicated and proactive Virtual Broker Assistant to join our growing team in the general insurance industry. This position plays a key role in supporting brokers with their daily tasks and ensuring smooth operations. The Virtual Broker Assistant will be responsible for performing insurance-related tasks, such as generating quotes, supporting renewals and new business, and providing exceptional customer service. The ideal candidate will have a collaborative mindset, be detail-oriented, and bring a “WE” attitude to every task.

Success Metrics (KPIs):

• Timely and Accurate Quotes: Achieving an average response time of less than 2 hours for quotes.
  

• Client Satisfaction: Maintaining a customer satisfaction score of 90% or higher.
  

• Operational Efficiency: Ensuring all tasks are completed by the specified deadline, with minimal errors.
  

• Broker Support: Providing consistent, proactive support to the broker team with no more than 2 escalated issues per month.
  

• Productivity: Achieving a weekly output of at least 10-15 successful insurance quotes, renewals, and new business applications.
  

Experience:

• Experience working with Australian Brokers in a virtual assistant capacity
  

• Must have experience with Winbeat and familiarity with other insurance platforms.
  

• Experience working with Zendesk (transitioning to a new system) and HubSpot is preferred.
  

• Prior experience in customer service, with a strong emphasis on clear communication, especially over the phone.
  

 Key Responsibilities:

• Generate Insurance Quotes: Responsible for creating accurate insurance quotes for various classes of insurance, with guidance from the broker.
  

• Support Renewals and New Business: Assist brokers in processing renewals and handling new business tasks, ensuring the timely completion of all necessary paperwork and communication.
  

• Broker Assistance: Provide administrative support to brokers, helping with client inquiries, managing documents, and keeping track of important dates for clients.
  

• Customer Support: Respond to phone inquiries, maintaining a friendly and professional manner while providing clear and concise information.
  

• System Updates: Use insurance platforms such as Winbeat, Zendesk, and HubSpot to update client records, track communications, and streamline operations.
  

Skills and Personal Attributes:

• Excellent Communication Skills: Must have outstanding verbal and written communication skills for clear interactions with brokers, clients, and team members.
  

• Detail-Oriented: Accuracy in handling insurance data and quotes is critical. A strong attention to detail is a must.
  

• Adaptability: Ability to quickly learn and adapt to new systems and technologies.
  

• Problem Solving: Strong ability to think outside the box and find solutions to challenges as they arise.
  

• Positive and Collaborative: A team player who works well within a close-knit team and shares the "WE" mentality.
  

• Growth-Oriented: Eagerness to learn, grow, and contribute to the success of the team.
  

Requirements and Qualifications:

• Experience in the General Insurance Industry: Experience working with Australian brokers is essential.
  

• System Proficiency: Must have experience with Winbeat. Experience with Zendesk and HubSpot is a plus.
  

• Availability: Ability to work full-time within Sydney Time Zone (8 AM to 5 PM or 9 AM to 6 PM with a 1-hour lunch break).
  

• Technical Capability: Proficiency in using various insurance platforms and customer service tools, with the ability to learn new systems quickly.
  

• Communication Skills: Must have the ability to speak on the phone professionally and confidently.
  

• Positive Attitude: A team player with a positive attitude, willing to go the extra mile to support brokers and clients.
  

Why work with the client?

• Inclusive and Fun Environment: We work hard, but we want you to enjoy your time here. We keep the work environment light and fun while remaining highly productive.
  

• Teamwork and Longevity: We value collaboration over individualism. Our team is built on a strong "WE" attitude, and we focus on long-term success and career growth.