Purpose/Duties:

The Licensed Customer Service Representative, (CSR), will serve as a key point of contact for our valued clients, providing excellent service and expert guidance. The CSR will be responsible for handling customer inquiries, processing policy changes, and resolving issues promptly and accurately. This role requires a deep understanding of insurance products and policies, as well as strong communication and problem-solving skills.

Key Result Areas:

• Customer Service Excellence:
  • Deliver exceptional customer service by responding to client inquiries via phone, email, or in-person interactions in a professional and timely manner.
  • Provide accurate information about insurance products, coverage details, and policy changes, ensuring customers fully understand their options.
  • Assist clients with policy renewals, payments, claims, and other related inquiries, ensuring a positive customer experience throughout the process.
  • Handle and resolve customer complaints or issues with empathy and a focus on customer satisfaction.
• Policy Administration and Processing:
  • Process policy changes accurately and efficiently, including updating client information, adding or removing coverage, and issuing policy endorsements.
  • Verify policy details, coverage limits, and deductibles to ensure accuracy and compliance within regulatory requirements.
  • Generate and distribute policy documents, renewal notices, and endorsements to clients as necessary.
  • Collaborate with underwriters and other internal teams to ensure smooth policy administration and resolve any discrepancies or issues.
• Documentation and Record-Keeping:
  • Paper filing- maintain accurate and organized customer records, ensuring all interactions, inquiries, and policy changes are documented appropriately.
  • Enter and update client information in the agency management system and other relevant databases to maintain data integrity.
  • Prepare reports and maintain statistics related to customer service activities, ensuring data accuracy and confidentiality.
• Insurance Industry Knowledge:
  • Stay updated on industry trends, insurance products, regulations, and best practices to provide informed assistance to clients.
  • Understand and explain policy terms, conditions, and exclusions to clients, helping them make informed decisions.
  • Maintain an active 4-40 Customer Representative License, complying with continuing education requirements and staying informed of regulatory changes.
• Perform other essential job functions as required or assigned.

Pre-Requisites for a Successful Job Match:

Required Education & Experience:

• High school diploma or GED
• Proven experience in a customer service role, preferably in the insurance industry.
• 4-40 Customer Representative License required at start
• Additional education or certification in insurance-related field is a plus
• Strong knowledge of insurance products, policies, and industry practices helpful

Required Skills:

• Intermediate computer skills to include Microsoft Office Suite- Outlook, Word, Excel
• Excellent time management, organization, and prioritization skills
• Professional demeanor
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and concisely.
• Outstanding interpersonal skills and the ability to build rapport and maintain professional relationships with clients and colleagues.
• Strong organizational and time management abilities, with the capacity to multitask and prioritize responsibilities effectively.
• Ethical conduct and a commitment to maintaining client confidentiality.
• Bilingual (Spanish speaking) is preferred but not required.

Salary:

$21.00 per hour