JOB TITLE: Customer Service Representative
BASIC DESCRIPTION: This position is expected to have a “working knowledge” of their assigned book of business, and developing additional lines. This position must have a thorough knowledge of the assigned accounts and be able to respond to clients and/or companies. The position will require servicing of existing business, quoting, taking of claims, placing new business and rounding of accounts.
BASIC REQUIREMENTS: This person is required to hold an agent’s property and casualty license and maintain an understanding of coverage’s, underwriting, rating, claims, premium billing, and collection procedures. This person should be strong in oral and written communications skills, proper phone etiquette with intent to serve the customer promptly, have proven sales skills, and outstanding “people” skills. This person should know how to type and will be expected to continue education in technical insurance knowledge through approved courses or other programs.
PRINCIPAL FUNCTIONS: Duties include, but are not limited to the following:
Customer Service:
- Complete applications, endorsements, etc.
- Collect data from insured, as necessary
- Market new or renewal business within guidelines of agency
- Maintain expiration list
- Handle client/company correspondence within agency guidelines
- Set up and control files
- Rate and check policies
- Assist client in claims reporting and follow-up
- Coordinate with clients, companies, markets and other departments as necessary
- Assist in on the job training of other departments
- Meet with client in your office or field when necessary
- Arrange financing on new business and renewal business
- Collect premiums on new business
- Screen all walk-ins and phone in prospects
- Any and all other assigned duties/special projects
Miscellaneous
- Process certificates, notaries and other miscellaneous documents
- Miscellaneous filing as needed
- Take on any special projects as assigned
- Close out claims
- Input, update, and retrieve information from computer system
- Market renewal business
Claims
- Receive loss information from insured via mail, phone or by office meeting with client
- Review policy for coverage
- Advise insured how to proceed with estimates and bills
- Prepare loss reports and send to companies in a timely manner
- Assist insured with claimants reports
- Assist insured with state report
- Follow up with companies, status request
- Close out settled claims-send check in settlement to insured or claimant
- Provide loss experience runs when requested (Commercial Lines)
- Correlate all first reports and or bills
- Act as liaison between employer, employee and company