Insurance Customer Service Representative

Position Summary: Provides administrative support to the agency, producers, real estate agents and accounting functions.  Builds relationships and ensures customer satisfaction for insurance and real estate customers. 

Supervisory Authority:  None

Working Relationships - Internal:  Works directly with the insurance, real estate staff, and the accounting department.  Works closely with other departments in obtaining and supplying information.

Working Relationships - External:  Serves as a contact with customers by telephone and in person. Works with insurance company personnel and underwriters, claims representatives and adjusters as well as real estate agents and brokers.

MAJOR DUTIES - ESSENTIAL

1. Promotes a favorable image of the organization in all business activities within the targeted markets.
2. Provides a variety of insurance support activities including but not limited to:
   1. Prepares quotes and completes applications for personal lines insurance products.
   2. Prepares reports, claim forms, policy cancellations and endorsement requests utilizing the computer management system.
   3. Maintains the Agency’s tickler system.
   4. Completes renewal applications.
   5. Maintains the Agency’s files and records. Performs file maintenance within the computer management system.
   6. Uses Agency Management system with proficiency and assists agency producers with inputting information in the system.
   7. Serve as a back-up to the claims representative with timely follow-up on claims and customer inquiries.
3. Prepares reports and supports the tasks of the insurance and real estate accounting department.
4. Answers and routes incoming telephone calls. Maintains appointment schedules for the agents.
5. Demonstrates outstanding customer service.
   1. Effectively helps customers achieve their goals by providing customer service that models integrity, flexibility, helpfulness, proficiency, and commitment.
   2. Greets visitors to the office, identify their needs and direct them to appropriate area.
   3. Builds relationships, ensures customer satisfaction, and timely follow-up.
6. Maintains the security and confidentiality of customer information.                                          
7. Ensure operational integrity through compliance with all policies, procedures, and regulations.
8. Be actively engaged in the development and implementation of annual team strategic plans.
9. Periodically called upon to assist in various locations.
10. Every effort has been made to identify the essential functions of this position.  However, it in no way states or implies that these are the only duties you will be required to perform.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.

Education/Experience: High school diploma. Minimum of 2 years’ customer service-related experience required. Previous insurance experience preferred. Licensure or ability to obtain licensure in property and casualty insurance required. Must be proficient in Windows navigation, Microsoft Office products and email management. Basic understanding of accounting.

Hearing/Visual Requirements: Must be able to receive employee and customer requests and assignments through verbal and written communication.  Working with a computer is important so clear vision of screen is imperative. 

Skills:  Excellent written and oral communication skills. Attention to detail. Exceptional customer relationship management skills. A high level of interpersonal skills to communicate policies, procedures, and objectives effectively throughout the organization and to represent the agency positively to significant external publics is needed.

Sociological: Must work well under stress, adapt to change, ability to deal with those in other areas of organization and meet customer needs. Must be able to adapt to flexible work schedule to accommodate peak times.

Time Management: Must have excellent organizational and project management skills with the ability to meet deadlines and manage time effectively. Requires an innovative, continuous improvement focus to optimize service delivery in a shared services environment.

Teamwork: Must have the ability and desire to work cooperatively with others on a team. Listens and responds constructively to other team members’ ideas. Provides assistance, information, or other support to others, to build or maintain relationships with them.  

Integrity and Confidentiality: Demonstrate the ability to hold confidential information and display honesty and high ethical standards. All customer and company information must be handled in a confidential manner.

Communication: Possess the ability (both written and oral) to express thoughts and ideas effectively; actively listen to others. Ensures that regular, consistent communications take place.

Adaptability: Must thrive in working in a positive, team-oriented environment, contributing to the ongoing success of the company. Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.

Interpersonal Awareness: Must have the ability to notice, interpret and anticipate others’ concerns and feelings, and communicate this awareness empathetically to others. Make others feel comfortable by responding in ways that convey interest in what they have to say.

Collaborative Relationships: Must have the ability to develop, maintain, and strengthen partnerships with others inside and outside the organization. Show an interest in what others have to say; acknowledge their perspective and ideas. Take time to get to know coworkers, build rapport and establish a common bond.

Customer Service: Must understand the role of sales and customer service in a environment. Respond sensitively to the needs and priorities of the customer (both internal and external); recognize and take the appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.