Insurance Customer Service Representative

Job Duties:

• Provide service to existing clients related to updating policies, providing quotes, taking payments, answering questions, and providing documentation.
• Service all regular after hours claims.
• Answer customer calls and correspondence regarding new or existing insurance policies and service all claims.
• Work with new clients or support a producer in an effort to understand their needs, gather necessary data, research policy options present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
• Set appointments and/or client calls or support a producer to review existing policies, review liability limits and exposures, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
• Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments and provide requested documentation.
• Resolve product or service issues by clarifying the customer’s concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment and following up to ensure resolution.
• Review audits or policies; verify accuracy and facilitate corrections, as need, between client and carrier.
• Maintain records of customer interactions and transactions, recording details of inquiries, comments and actions taken in agency management system.
• Collaborate with team members, mentor staff, provide expertise and answer questions and participate in formal and informal meetings as needed.
• Participate in agency marketing activities, meet with carriers, attend CE and training sessions and other agency functions.
• Keep informed regarding industry information, new product information, legislation, regulation, coverages and technology to continuously improve knowledge and performance.
• Perform administrative duties as needed such as answering phones, opening mail, and greeting visitors.
• Additional duties as assigned.

Qualifications:

• Demonstrate strong knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations to effectively manage, maintain, and write assigned client and prospects.
• Demonstrate strong customer focus and an excellent phone manner, display strong written and verbal communication skills.
• Possess excellent math and reading skills to accurately perform simple calculations.
• Have the ability and tact to handle difficult customer phone calls and solve complex problems without direct supervision.
• Have strong sense of urgency, attention to detail, organization, multi-tasking, and follow up skills.
• Have excellent time management skills with a personal accountability mindset.
• Have technology and computer proficiency, including agency management systems, rating tools and carrier website navigation.
• State insurance license is a plus!