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Form of workJob Description
Mission of the CSR Account Technician To serve the customer base so extraordinarily that clients tell their friends and family about the agency. By using rapport building and excellent communication skills this role will work to solve client’s problems effectively and efficiently. This includes being the first line of defense on all service items and only passing the ones that require a licensed agent. Proactively work with the team to relentlessly support the Account Executives and Producers.
Desired Outcomes of this Role
- Handle the mail based on the mail standards.
- Quickly sending Auto ID cards and handling mortgagee clauses.
- Adding drivers and making updates to policies like name and address changes. When doing this we need to stop and think through the process to find new opportunities.
- Handle daily printing, scanning and faxing for the entire Personal Lines team as needed.
- Handle basic billing questions (where to pay, who to pay, what to pay) and pass any higher level questions to the account manager.
- Call late payment notices 3 days before cancellation.
- Relentlessly work to update contact information on each and every call.
- Enter data into FSC, Hawksoft and individual carrier sites as needed.
- Backup to receptionist regarding answering phone calls, and diligently screen the calls to handle any service tasks that are indicated in this job description. Accept all client telephone calls with a caring, enthusiastic, upbeat attitude. Our goal is to be proactive problem solvers. WE DO NOT WANT TELEPHONE CALLS GOING TO VOICEMAIL-AS FEW AS POSSIBLE IS OUR GOAL.
- Proactively work with account managers to take work from their desks that can be handled within your role.
- Clearly and effectively communicate to the clients to manage expectations both via the phone and email. This includes taking a proactive approach.
- Other responsibilities as directed by your manager.
One of the principles of Corbett & Assoc.FG Insurance Agency is to raise your hand if you need help. If you are struggling to complete your outcomes please raise your hand so we can help you prioritize. Our mission is clear (attached)…we strive to be the best in the industry and offer our clients an awesome and unique customer experience.
Critical Competencies Efficiency Able to produce significant output with minimal wasted effort. Honesty/Integrity Does not cut corners unethically. Earns trust and maintains confidences. Does what is right, not just what is easy. Organized & Planning Plans, organizes and schedules in a productive manner. Focuses on key priorities. Follow-Through Lives up to verbal and written agreements, regardless of personal costs. Intelligence Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information. Persistence Demonstrates tenacity and willingness to go the distance to get something done. Proactivity Acts without being told what to do. Brings new ideas to the company. Flexibility/Adaptability Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. Calm Under Pressure Maintains stable performance when under heavy pressure or stress. Enthusiasm Exhibits passion and excitement over work. Has a can do attitude. Work Ethic Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard. High standards Expects personal performance and team performance to be nothing short of the best. Openness to Criticism and Ideas Often solicits feedback and reacts calmly to criticism or negative feedback. Listening Skills Lets others speak and seeks to understand their viewpoints. Communication Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails. Teamwork Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship. Persuasion Able to convince others to pursue a course of action.
