Commercial Lines Customer Service Agent

Overview
The Commercial LinesCustomer Service Agent will perform the essential functions of the position, which include aiding clients with service needs and making changes to existing accounts. Specific service and marketing responsibilities will be required in this position. Additionally, this position will meet service and sales delivery standards and perform essential functions to the quality and service standards developed by the agency.
RENASANT BANK IS AN EQUAL OPPORTUNITY EMPLOYER
Responsibilities
New Business:

• Pre-qualify call-in or walk-in new business according to agency standards
• Assist clients with making coverage changes in an automated environment; determine if delayed or advanced billing is appropriate and invoice accordingly; use each contact with the client as an opportunity to review the whole account and round it out or cross-sell
• Inform and educate clients about policy coverage, changes, exclusion, and insurance coverage needs
• Provide technical support to Producer(s) to benefit clients and to reach agency's strategic business goals
• Prepare proposals and complete application in coordination with producer(s); submit applications to eligible and appropriate carriers; obtain client signatures on applications when necessary and follow up to ensure timely receipt of quotations and policies
• Meet clients' needs by producing binders, certificates, policies, endorsements, and other related items; verify their accuracy
• Actively seek referrals from current client base; follow up to generate new business by using prospect database and automated marketing tools

Renewals:

• Prepare summaries of insurance, schedules, and proposals as needed for account review
• Re-market renewals, contact clients, create renewal proposals, and handle other renewal activities in coordination with the producer(s)
• Renew policies following agency standards. Verify each renewal's accuracy; use renewal as an opportunity to review the whole account and round it out or cross-sell
• Review audits of policies; verify accuracy and facilitate corrections, as needed, between client and carrier
• Maintain and update electronic files
• Verify policy and policy change information, facilitating corrections when necessary
• Process incoming mail requests, responding promptly and appropriately
• Verify accuracy of all direct-billed cancellations and take appropriate corrective action when needed
• Use agency credit and collection policy in invoicing and pursuing prompt payments; request cancellations from the carrier according to agency standards
• Determine reasons for requests for cancellations; act to save accounts; notify producer(s) according to agency standards
• Process and follow up on cancellation requests to carriers to ensure accurate and timely resolutions
• Review walk-in payments as referred to by receptionist and verify acceptability; process as appropriate, providing receipts to payers or directing the receptionist to do so
• Assist clients in submitting first reports of claims, obtaining adjusters or visits from agency staff; facilitate prompt response from carrier staff and follow up on claims status, keeping insurers informed and works toward settlement of all claims; use each claim contact as an occasion to review coverages and market as needed

Marketing:

• Actively solicit increases in coverage and round out accounts through sales to clients; leaves good documentation of all contacts
• Refer current and prospective clients to Life/Benefits Department and to
• Personal Lines for solicitation of those lines of business; assist in profiling the commercial book of business for marketing purposes
• Assist in design of or independently design insurance plans for clients as assigned and directed by the agency management
• Assist or complete other tasks as directed by agency management

Personal and Organizational Development

• Set priorities and manage workflow to ensure efficient, timely, and accurate processing of transactions and other responsibilities
• Maintain a cordial and effective relationship with clients, co-workers, carriers, vendors, and other business contacts
• Keep informed regarding industry information, new product information, legislation, coverages and technology to continuously improve knowledge and performance
• Interact with others effectively by utilizing good communications skills, cooperating purposefully and providing information and guidance, as needed, to achieve the business goals of the agency
• Maintain up to date technical manuals and understands now to perform technical tasks to expedite client service
• Perform other related duties as assigned

Qualifications

• High school diploma or equivalent required
• College education or equivalent business experience
• Property and Casualty license preferred
• Ability to communicate orally and in writing with others to explain complex issues, receive and interpret complex information, and respond appropriately
• Ability to understand written and oral communication and interpret abstract information
• Full knowledge of insurance products and usages
• Adequate knowledge of rating procedures, coverages, and industry operations to effectively manage, maintain, and write assigned client and prospect lists
• Full knowledge of insurance markets and reference to markets
• Knowledge of insurance rating and underwriting procedures
• Ability to carry out complex tasks with many concrete and abstract variables
• Ability to add, subtract, multiply and divide whole numbers, and to accurately perform simple calculations involving decimals and fractions
• Ability to utilize computer programs and understand functionality
• Field of vision must be adequate to observe up and down or right to left while eyes are fixed on a given point
• Ability to process written and other materials visually

Physical Demands
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools or controls; reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus.
Work Environment
The Bank's professional working environment requires employees to communicate effectively, both verbally and in writing. Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients. Employees may be exposed to confidential and propriety information within the working environment, therefore, must uphold confidentiality at all times. Due to the possibility of being exposed to high risk situations (i.e. robbery), detailed instructions and procedures are required to be followed at all times to safeguard the Bank's employees, customers, and assets.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. The principal duties and responsibilities enumerated are all essential job functions except for those that begin with the word "May".
This job description is intended to describe the normal level of work required by the person performing the work. The principle duties outlined are the essential responsibilities and duties. Other duties may be assigned as needs arise. Job requirements and/or processes may be modified to reasonably accommodate persons with a disability as required by law.
This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description.