Position OverviewThe customer service representative provides an exceptional customer service experience through all member communications and transactions.The customer service representative is responsible for handling multiple types of member interactions and inquiries, resolving customer concerns, documenting member requests, and completing changes to policies. Primary functions include assisting in the preparation and delivery of insurance products and services to customers, administration of key activities for specific insurance programs, and account level support for the Account Executives. Essential Functions
- Completes transactional requests as provided by the account executive (AE) or member
- Resolve questions and/or issues referring to appropriate areas if needed
- Collaborates with members to answer questions and resolve issues
- Ability to ask probing questions and actively listen to the member issues or questions, showing interest and compassion and displaying empathy for various member situations
- Demonstrates accuracy in processing changes to members policies based on the information provided and identifies opportunities requiring a transfer to their designated account executive
- Verify coverage for customers or verify that policy changes were made and provide proof of evidence of insurance documents to the member where coverage previously was bound by a licensed account executive
- Remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tools
- Acknowledge and direct requests for additional products or services to appropriate licensed account executive
- Handle any requests regarding member documentation (to include all documents sent out by our company) and be able to clearly explain decisions and processes, including any follow-ups required on our member's part
- Perform renewal activities associated with designated lines of business adhering to eligibility guidelines including but not limited to preparing and following up for applications
- Follows up with policyholders regarding payment status and partners with finance for Accounts Receivable and Accounts Payable inquiries in collaboration with the team when needed
- Facilitate the completion and submission of policyholder applications for insurance products
- Support the National Flood Insurance Program (NFIP) when needed
- Manage service activities including account level information gathering, data entry, and handling certificate requests for assigned accounts
- Deliver direct service and support to account executive and agency operations
- Responsible for Marketing and Agency Operations department functions as assigned
Knowledge, Skills, Abilities:
- Demonstrates excellent attention to detail
- Excellent organizational skills with the ability to handle multiple priorities while maintaining efficient workflows
- Ability to take initiative in order to resolve agency and customer needs
- Solid communication skills, both written and oral with the ability to present ideas clearly to customers
Job RequirementsRequired:
- High School Diploma
- 1+ years' experience working in an administrative environment, preferably in insurance or agency operations
- Producer's license or ability to obtain license within 90 days of employment
- Customer service experience
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Preferred:
- Minimum three years of commercial lines service in Insurance Company/Agency Operations
- Associates Degree or equivalent work experience
- Experience with Agency Management System or equivalent
- Professional Knowledge of commercial lines insurance and agency operations
- Possesses working knowledge of the Sales Process and Underwriting
Work environment & Physical Demands
- Inside climate-controlled office building
- Ability to lift 25lbs