Customer Service Advocate

Summary of Position

The Customer Service Advocate is an entry level position that assists with generating certificates of information, policy endorsements and fundamental customer service skills. In this role, CSAs will be responsible for answering customer requests and providing exemplary service to customer accounts. They may also be required to review a customer’s policy and assist when a policy needs to be initiated or upgraded (endorsement). CSAs are typically in training to become a client manager.

Essential Job Functions and Responsibilities

Ability to meet deadlines, exhibit great attention to detail, and communicate in a positive manner is essential. Communicating professionally and clearly is required. A thorough understanding of software, systems, business procedures, and problem-solving is necessary for success.

• Generate COIs to be issued according to the insureds contract and/or insurance requirements.
• Send policy change requests to carriers and pull endorsements from carrier website to be filed in Epic (ERP system).
• Issue policy endorsements and transactions and forward invoice/endorsement to client with breakdown of the endorsement, including premium.
• Pull 5-year Loss runs for all lines at renewals, and monthly/quarterly for clients that are being monitored and create and update claim status and monitor policy renewal time frames.
• Abate claims by filing them with the carrier and keep the insured updated as to the status and send subsequent loss runs to the Insured.
• Print policies and create binder with renewal policies for Producers to drop off to client.
• Run epic reports, including policy expiration.
• Handle all daily requests from insured for certificates, policy changes (endorsements/cancellations/billing), and provide requested documentation as needed.
• Process audits in Epic and notify Client Manager and Producer of changes in premium; forward the audit finding to insured and Producer with results/breakdown.
• Access customer accounts and policy schedules.
• Maintain and update all location, property, vehicle, and equipment spreadsheets.
• Set-up new clients and prospects in EPIC Account Management System
• Attend and participate in job related classes and webinars.
• Other duties as assigned by this position’s manager.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills and ability to de-escalate tense client interactions while providing a timely solution to their concerns.
• EPIC, CSR24, and Indio workflow standards and maintenance of documentation.
• Strong organizational skills and ability to multitask while paying close attention to detail.
• Microsoft Office product experience (Word, Excel, and PowerPoint) as well as Adobe PDF.

Preferred Qualifications

• 1 years of commercial insurance experience.