Job Title : Personal Lines Customer Service Agent

Agency / Platform : New England

Location : Worcester, MA

Job Summary :

This position is responsible for new business sales (walk in, referral, etc.) as well as account rounding and cross selling of existing accounts.

This position will work with customers, producers and companies to process business, analyze policies and exposures and suggest any coverage requirements according to Toole Insurance guidelines.

The CSA will work as a part of a team in conjunction with producers, management and processing technicians. This position is accountable for meeting the insurance needs of assigned customers through total account selling and servicing and participates in departmental marketing and sales efforts at the direction of management.

Responsibilities :

Respond to inquiries from agency insureds and prospects

Complete applications, rate, quote and process risks for new business and renewals

Complete all supplemental agency created forms whenever required to guard against insured fraud and protect the agency from possible E & O Exposures

Solicit coverage, or X-dates for coverage not currently written by the Agency

Review accounts at customer contact & update coverage and assess additional insurance needs as needed

Maintain automated account files, checking and updating account and policy information

When necessary, order (or process) quotes, policies, endorsements and cancellations utilizing StaffBoom / Service Center when appropriate

Complete loss report for claims and notify insurance carrier utilizing Personal Claims Specialist when appropriate.

Conduct status reviews on all open claims, contacting the insured, claimant and insurance company as needed utilizing Personal Claims Specialist when appropriate

Refer any claim problems or potential claim problems to management

Follow up on Claim Questionnaires for referrals

Invoice accounts receivable on all assigned accounts not directly billed through the carrier direct bill programs

Provide excellent service to customers by pro-actively servicing their account and addressing their concerns in a pleasant and professional manner

Complete Account Review of customers updating risks and exposures as needed and recommending coverage not currently provided on their policies

Ensure all of our customers are provided adequate coverage for all of their personal risk.

Participate as directed in any Book Transfers of Carriers’ Books of Business

Attend departmental and agency meetings as required, weekly and quarterly

Perform ad-hoc activities and projects at the direction of agency management whenever required

Bring any and all unusual situations with either customers or company personnel to the attention of management

Refer customers to other product lines for commercial, employee benefit and life insurance needs

Other :

Participate in and implement projects as assigned by the management committee.

Required Skills :

Work cooperatively and enthusiastically independently and as a team member

Communicate clearly and concisely both orally and in writing

Gather information, organize data, and make decisions using analytical and problem-solving skills

Multi-task Perform a variety of duties and frequently change tasks using different techniques, procedures, or degrees of attentiveness without loss of efficiency or composure

Probe

Clerical skills needed include typing, use of basic office equipment, familiarity with Microsoft Office Products, email and internet

LI-TB1

Last updated : 2024-04-28