Summary:

The Commercial Customer Service Representative (CSR) is a client interacting role responsible for servicing clients and providing support to the Commercial and Property & Casualty (P&C) insurance team. This position will work closely with existing clients to help understand their specific needs and requests as they pertain to insurance policies. Commercial CSRs are well versed in all aspects of Commercial and P&C insurance and are key players in resolving client related issues. It is also the objective of our SCRs to assist in retaining our current book of Commercial and P&C insurance business by providing excellent customer service and administrative support. In addition, CSRs will assist agents with new business clients as needed.

Responsibilities:

• Communicating effectively with customers, carriers, insurance reps, management and agents
• Keeping track of all customer inquiries and providing follow-up to verify that all questions are answered and/or customer policy related requests are executed
• Responsible for maintaining the agency data management system to ensure accurate and complete files
• Making decisions and helping solve problems in relation to Commercial and P&C insurance related issues
• Responsible for consistently staying up to date on all required licensing, credentialing and education
• Accountable for a comprehensive understanding of the insurance industry and compliance of Commercial and P&C insurance laws and regulations

Duties/activities include, but are not limited to:

• Answer incoming call center questions about insurance policies, coverage or claim issues, as well as consumer complaints and general inquiries
• Resolve client issues and inquiries in a suitable, efficient method
• Process all requests for service including but not limited to: new policy verification, certificates of insurance, endorsement requests, claim status or any documentation as requested by the customer
• Demonstrate accuracy while processing client policy modifications based on the data given
• Run renewal reports on a regular basis in order to process renewals in a timely manner
• Record all relevant information in the agency data management system as defined by processes and workflows
• Assist in projects or other activities as needed

Qualifications:

• Minimum 2 years of Commercial and/or P&C insurance and related customer service experience required with proper NYS licensing or ability to obtain before training
• Clean background check for potential appointments with insurance carriers
• Must be professional and outgoing in a client-facing role and possess sound interpersonal skills with an ability to build rapport with clients
• Must be able to prioritize, multitask and possess excellent organizational skills
• Excellent verbal and written communication skills required
• The ideal candidate will be enthusiastic, highly self-motivated, and be capable of working independently as well as in a team-oriented environment
• Ezlynx and Zywave/Brokerage Builder experience or knowledge a plus
• This is a fulltime (8am-5pm, M-F), non-exempt position with an hourly pay range of $23-$35/hr