JOB SUMMARY: The Customer Service Representative handles all customer needs for personal and/or commercial accounts, including answering customer inquiries, communicating with carriers, and offering additional coverages/policies to customers.
A. ESSENTIAL FUNCTIONS (Listed in order of importance, frequency or sequence, 1=most important/frequent, etc.). NOTE: Indicate non-essential accountabilities with an asterisk
- Processes phone inquiries and other communication from customers regarding coverages, billing questions, policy changes, rate quotes, certificates, etc.
- Processes claims, determining whether to pay via agency draft authority or referral to company for handling.
- Assists authorized producers with rating new business, obtaining supplemental underwriting information (MVR’s, Boeckh figures, CLUE reports), completion of applications, policy change requests, and proposals.
- Conducts periodic account reviews per procedures.
- Resolves disputes between customers, agencies, carriers and others while keeping appropriate parties informed of progress.
- Enhance/Round existing accounts with higher limits or needed additional coverages to help customers and generate revenue.
- Makes producer aware of critical events, according to guidelines, and follows their instructions, if within constraints of our procedures.
- Verifies accuracy of new business, policy changes and renewals after processing by carrier.
- Processes cancellations and non-renewals with care, legally saving all accounts possible with adherence to E & O guidelines. Notify producer, per individual agency guidelines.
- Documents all customer contact and processes all paper/e-mail in accordance with t-filing procedures.
- Attends company and industry training/networking functions as appropriate.
- Periodic travel to assist in implementation of new agency, training of agency personnel and assisting agency with overflow.
- Instruction and discussion of coverage, processes and carrier/customer expectations with other members of team.
- Maintains knowledge of developments in agency technology, coverage issues, market trends and company products. Continue to meet state Continuing Education requirements to maintain license.
- Proficiently operates all facets of the agency management system. In addition, operates rating software, MVR software and carrier unique software to effectively service accounts.
- Maintains updated manuals from carriers, symbols pages and other necessary manuals.
- Performs other duties as assigned.
B. JOB SPECIFICATIONS/EXPERIENCE/CERTIFICATION/EDUCATION:
Required:
High School diploma, GED or demonstrated commensurate experience
Ability to handle heavy customer contact in fast-paced environment
At least one year of insurance agency experience required
Typing 50 wpm/data entry speed of 120 keystrokes per minute
Preferred:
C. PHYSICAL REQUIREMENTS:
Ability to utilize a computer
Ability to communicate via a telephone
Apply Online http://tinyurl.com/crymav9
Insurance Job Customer Service Rep ,Columbus December 2011
