What are the responsibilities and job description for the Commercial Lines Customer Service Representative position at CivicMinds, Inc?

Quotes – The CSR, in partnership with the producer, gathers and evaluates sufficient information to market/ re-market and quote new business, additional lines, and renewal policies on behalf of agency prospects and customers within the guideline time periods defined by agency management (further time frame details TBD).
Renewals – The CSR receives, reviews, and processes renewals on a timely basis (time frames to be defined), which includes holding renewal review meetings with the producer(s) on at least a monthly schedule.
Policy Changes/Endorsements – The CSR collects information from clients and/or the producer, and processes policy changes in a timely manner as determined by agency timeline requirements, utilizing a system for scheduled follow-up as needed to assure customer satisfaction and alerting the producer to unique situations.
Claims – Recognizing that claims is the primary reason for clients’ insurance purchases, the CSR will open, manage, and monitor claims as needed for the clients (with procedures and responsibilities varying at times from the Burlington office as compared to the other office locations).
Audits - The CSR will assist the client and the producer in resolving audits on a timely (TBD) basis.
New Business – This core element of the CSR’s job (which creates a sustainable revenue stream for the agency and its associates) involves coordinating actions among the client, the carrier(s)/brokerage source(s), and the producer - so that the correct details are entered into the Agency Management System, the policy is received promptly, the delivery package is prepared for the producer, the policy is mailed if personal delivery is not going to occur, etc.
Other business duties as assigned by Operations Manager as needed to generate and sustain agency profitability.
Review each account in detail as you work with it, for E & O prevention purposes (in the same way that you would “proof” an account if a Broker of Record letter were accepted by a new agency).
Maintain and stabilize the accounts, re-marketing if/as needed.
Cross-sell where there are such opportunities.
Point out coverage gaps to clients and obtain sign-offs if the clients choose to leave those gaps as is.
Handle call-in/walk-in prospects as part of a staff rotation.
Assist in marketing or re-marketing activities for producers as needed, based on available resources involving other CSRs within the agency who work with his business.
Provide the same type of supplemental support if/as needed based on other staff developments within the agency (vacations, illnesses, new hires – both sales and service, projects, etc.).

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Commercial Lines Customer Service Representative

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