Position Overview:

The Customer Service Representative is an integral member of the Commercial Lines team, primarily responsible for providing excellent service to our clients by assisting the producers and client advisers in maintaining superior service within the agency. The CSR will demonstrate a working knowledge of the insurance industry along with expertise on our company’s specific policies and practices to ensure a gratifying customer experience.

Primary Responsibilities & Essential Functions:

• Demonstrate active listening, rapport building, empathy and solutions-focused problem solving when engaging with customers.
• Creating and advising personalized insurance proposals based on the needs of the client.
• Retain continuous awareness of workflow and keep activity notations in compliance with agency procedures.
• Process Insured policy change requests
• Follow up to ensure accuracy of endorsements processed by the carrier
• Communicate with clients and insurance company Underwriters
• Obtain all underwriting information and/or any trailing documentation from the client on behalf of the carrier
• Notate all interactions with Insureds in the agencies client management system
• Obtain all signatures forms/applications required by the carrier
• Handle policy renewals
• Process Insured payments
• Review billing accounts with insureds
• Review and update all current client contact and policy information in agency management system
• Furnish clients with requests for proof of insurance (binders, certificates, policies, endorsements, ID cards, declaration pages and evidence of property forms)
• Frequently replenish job-specific knowledge and apply it on the field

Experience and Abilities:

• Minimum three (3) years of experience
• Must be P&C licensed in Pennsylvania
• Experience working with AMS 360 management system
• Working knowledge of insurance agency operations, coverages, rates, markets and applicable insurance laws/codes/regulations.
• Good comprehension of insurance products and coverages. Preference to Independent Agent experience.
• Ability to work with computers and basic knowledge of Excel, Word, and Outlook.
• Excellent skills in communication, active listening, solutions-focused problem solving and rapport building.
• Experience in delivering client-focused solutions and in creating long-lasting relationships to solidify retention and generate multi-line referrals.
• Ability to work independently but also collaborate and work together as a team.

Benefits:

• Employee Health Benefits (medical, dental, vision)
• 401K Retirement Plan
• Employer-paid Group Life Insurance.
• Paid time off
• Paid holidays
• Paid Bereavement
• Gym membership reimbursement
• Employee Referral Bonus