Customer Service Representative/Account Manager/Office Assistant

Position Title:
CSR - Office Assistant/ Customer Service Representatiave/Account Manager Assistant/ or Account Manager
Starting Pay and Position: Dependent on education and experience
Full Time Hours are M-F 8:30am to 5pm;

**Of note, this is NOT a remote position. Only the Account Manager position below has possibility of SOME work from home a portion of the time and it requires significant insurance experience and license for more than 6 years.. The other two positions are 100% IN our office located in Stockbridge, Michigan**

We have opportunity for one of 3 possible positions dependent on licensing and insurance experience.

a) Office Assistant-someone that is not licensed and not planning on becoming licensed with duties around the office assisting others and doing various tasks. Pay range for this first position is $11 to $15.

b) Account Manager Assistant-someone with some Customer Service experience, but no insurance CSR experience and no insurance license (yet). Person could be hired with this position in mind, but license is required prior to official start. We help with licensing class and costs. We would discuss more, if this position seems to fit. Pay range $13 to $16 with higher end of range requiring either prior insurance property & casualty CSR experience or already licensed or college degree.

c) Account Manager – someone that is already licensed with several years of property & casualty insurance experience and good knowledge of personal lines insurance policies and Customer Service issues that relate to them. Pay range $15 to $23 depending on how long licensed, how many years P&C insurance experience, education. The upper end of pay range would require several years experience and license and a Bachelor's degree with high GPA from a University accredited by the Higher Learning Commission.

All three of the positions involve some or all of the following duties with specific duties dependent on the person’s abilities and knowledge:

- Assisting clients by answering phones and waiting on clients at the counter.
- Running quotes and writing new insurance policies.
- Making prospective clients wish they were doing business with Abbott & Fillmore Agency.
- Making existing clients glad they are doing business with Abbott & Fillmore Agency.
- Helping with the daily things to help the office run smoothly including mail, filing, paying bills, etc.

A more detailed description of duties will be provided dependent on which position for which you are qualified

The positions consists of three main categories: Customer Service, quoting and New Business and Administrative Assistant.

I. Customer Service Duties sample

1. Contacting clients, following up on things that require follow-up, electronic filing, updating things in Agency Management System
2. Assist customers on phone calls.
3. Taking quote information, running quotes, quote follow-up and new business follow-up.
4. Assist customers on phone calls.
5. Assist customers that come into the office.
6. Process routine changes on client policies
7. Take client payments and assist clients with billing questions.
8. Talk with prospects to take information and input that information into the computer for personal lines quote requests
9. Work to cross sell accounts. For example, when client phones or stops in, ask for auto policy if we have home and no auto & vice versa, and ask about life insurance
10. Handle client requests and solicit improved or additional coverages on behalf of the Account Manager.
11. Be able to answer basic questions about coverage on personal lines policies and some questions on commercial lines policies.
12. Process renewals on personal lines policies.
13. Process and document endorsement (i.e. change) requests on Personal Lines.
14. Process insurance certificates for requests on commercial insurance.
15. Handle mortgagee requests and inquiries by telephone and/or letter.
16. Process cancellation requests and obtain reasons for canceling and document it.
17. Attempt to “save” potential cancellations or at least set up to gain back some day.
18. Take claim information from clients and submit to insurance carriers.
19. Be of service to clients better than any other service company for whom the client uses.
20. Participate in seminars and classes for skill and knowledge development.
21. Assist in developing and updating procedures.
22. Scanning documents; Filing documents electronically to client files; Perform other duties as required.

II. Administrative Assistant Duties (see daily checklist)
1. “Morning Checklist” – This is a list of things that need to be done every day.
2. Make sure deposit is ready from night before (if there is one) and daily sheet entered
3. Clean up To Be Filed folder
4. Mail: Get mail, Scan, file electronically and then distribute mail as appropriate
5. Enter cancel notices & reinstatements
6. Call clients on cancel notices
7. Bank: Prepare Deposit for bank and take deposit to bank
8. Close out cash drawer at end of day
9. Use our accounting program to enter and print checks to pay bills
10. Scan and Efile non-client related mail that comes in (e.g. bills & stuff)
11. Issue checks to clients for towing/road service
12. Enter deposit info to accounting program.
13. Entering Commission Statements each month
14. E-Filing commission statements each month

III. Other Stuff
Account Manager Assistant Licensing Requirement – You’ve got nothing to lose!:
The AMA position requires that the employee obtain a Michigan Insurance License for Property & Casualty Producer. This entails taking a 3 to 5 day online class or video study package, self study and then passing a state licensing exam.

Here is roughly how it would work (depending on times available for the licensing course):

You would be hired subject to passing state licensing exam. You would register yourself for a Live Online Study Package course offered through ExamFx and also register yourself to take the Licensing Exam.

You would take the online class and study on your own time including the Live portions of the course as well as work independently for the independent, self-study portions of the course.
If you have high speed internet, a good computer setup with sound, etc. and a quiet place to work at home without interruptions, you could do this at home. Or you are welcome to do it at our office.
Then you take the test whenever you schedule it for yourself.

Once you pass the Licensing Exam, you would then begin with an official start date as an employee. You can take the exam more than once, but you must pass the Exam within 3 and within 3 attempts. If you do not pass, then we will wish you the best with us both knowing it wasn’t really a good fit for you.

We pay the cost of the online class and the cost of the exam. If you obtain a completion certificate from the class AND pass the state licensing exam, we will pay a starting bonus equivalent to 40 hours included in your first paycheck.

If you do not pass the state licensing exam, it is POSSIBLE that you could be offered a position of an Office Assistant at lower pay level.

Job Types: Full-time, Part-time

Pay: $14.00 - $23.00 per hour

Expected hours: 37.5 – 40 per week

Benefits:

• Paid time off

Experience level:

• 10 years
• 11+ years
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• No experience needed
• Under 1 year

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• Do you have medical insurance right now? If so, how (i.e. on a group plan with an employer, on your own, etc.)?
• We do not currently offer a group health insurance plan. Is this a "deal breaker" for you such that you would say, "Well, thanks for considering me; but I'll have to bow out since there is no group medical." ?
• What was you final cumulative GPA from high school?
• What was your final cumulative GPA from any other degree that you have obtained? List degree and GPA. If working on a degree, please list what degree working on, current GPA and how far along you are on it.
• Do you have an insurance license? If so, which one do you have? If not, are you willing to get licensed?
• For which of the three jobs in the descriptions we listed are you qualified and interested?
• What is the minimum wage you would consider before you would say,

"Well, thanks for considering me; but there is no reason for us to talk if wage will be below ___ . " Note: It says "optional", but It is important to answer this question because the system will automatically reject application if not answered.
Other unanswered questions will also increase chances of application rejection.

Work Location: In person