** Customer Care Representative - Personal Lines**

**Job Category****:** Service Center **Requisition Number****:** CUSTO01880 Showing 1 location **Job Details**

**Description**

*****Property & Casualty agents license is REQUIRED for this role.*****

***Scheduled hours for this position will be 9:00am - 5:30pm, Monday - Friday***

The Customer Care Center is open from 7:00 a.m. to 7:00 p.m. and must be staffed accordingly. Schedules will include working until 7:00 p.m. several times each month. Primary schedule will be established based on call volume and the departments staffing model. Additional work hours may be expected during times of heavy volume. May be asked to cover additional shifts, as needed.

**Summary of Responsibilities**

As a licensed agent, handle calls in our Personal Lines Customer Care Center queue. Answer questions and give advice about coverages on our Home & Highway policy.

Handle billing and claims inquiries from policyholders and agents in an easy-to-understand, jargon-free manner. Complete First Notice of Loss for policyholders, agents and claimants who are directly reporting new losses. Is flexible and willing to provide assistance in other phone queues based on volume and departmental needs, such as policyholder payment processing queue, and other miscellaneous phone queues.

Process personal lines endorsements and quotes for insureds. Make outbound calls to PL policyholders as needed. Handle overflow calls in our Customer Care Center queue for Commercial Lines. Generate certificates of insurance at the caller's request. Issue Instant Issue Bonds at the caller's request. Other like duties may be assigned by management.

**Preferred Experience and Skills**

Excellent customer service skills

Problem solving skills

2 years of endorsement entry experience

Interpersonal skills

Telephone skills

3-5 years of experience in the insurance industry; 2 years providing customer service in that industry

**Preferred Education and Training**

Associate's or Bachelor's degree

Property & Casualty agents license**(*required)**

Associate in Personal Lines (API) designation and/or completion of at least 2 parts of CISR Program

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**