Insurance CSR

Scope:

The Insurance Customer Service Representative II is responsible for managing all insurance policy administration duties for customers and producers and well as agency staff.

Accountabilities:

The Insurance Customer Service Representative II will:

• Adheres to the Banks core values and Service Standards in carrying out mission and vision of GBIS.
• Always demonstrates a positive member service (internal and external) focus.
• Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
• Ensures confidentiality of member information.
• Supports a diverse and inclusive work environment.
• Performs functions on agency management system proficiently and assists others as needed.
• Processes, maintains, and prepares new and renewal accounts for marketing, placement, and delivery to clients as directed.
• Handles normal account service activity including endorsements, audits, invoicing, etc.
• Is responsible for policy processing and quality control.
• Gathers the information and risk management recommendations for the renewal of designated accounts sixty days prior to renewal and for delivering renewals and/or binders for designated accounts, as needed.
• Conducts periodic service calls for designated accounts.
• Binders and/or policy or endorsement requests are to be completed within three days of date quoted to client.
• Maintains a concern for timeliness and completeness when interacting with customers, agency, and company personnel to minimize potential for errors & omissions claims.
• After reviewing updated client exposure survey information, obtains other renewal information from insured and completes applications for designated renewal business Thirty days before renewal date.
• Receives phone calls and office visitors requesting quotes, changes to existing coverage, review/process certificate of insurance requests and completes the changes/requests within 24 hours of receipt. Determines acceptability and placement, completes applications or endorsements, and collect premium when applicable.
• Reviews existing accounts to determine if additional lines of insurance should be solicited and does so by mail and/or phone prior to renewal.
• Receives and reviews all terminations and cancellations to determine action to be taken and takes needed action within 72 hours of receipt.
• Handles premium collection through form letter and request cancellation of policies when necessary.
• Follows up on outstanding claims and aids in their resolution, as necessary.
• Solicits expiration dates for policies not written by agency.
• Solicits increases in limits and/or coverage or rounding out accounts through sales to clients at every service contact.
• Seeks referrals from current client base to solicit for new business prospects; follows up to generate new business using prospect database and automation system.
• Meets minimum sales/service expectations for all products and services.
• Documents all material conversation with insured and/or carriers regarding exposures and coverage.
• Participate and honorably represent GBB&T in sponsored and volunteer opportunities.
• Performs other functions as assigned.

Qualifications:

Education:

• Associate degree in business related area
• Current Insurance License including Commercial.

Experience:

• Clerical, administrative, cash handling, sales and customer service experience preferred.

Competencies Critical to Effective Performance are:

1. Relationship Building-understands that a primary factor in success is establishing and maintaining productive relationships.

2. Initiative-takes action without being prompted.

3. Integrity-thinks and acts ethically and honestly.

4. Team Player-shares resources, responds to other departments and supports the larger organizational agenda.

5. Creativity-generates original ideas, encourages new ways of thinking, explores options, and develops innovative solutions.

6. Active Listening-offers full attention when others speak.

7. Change Agility-adapts to change and modifies his/her behavior when appropriate to achieve organizational results.

8. Results Orientation-maintains appropriate focus on outcomes and accomplishments.

9. Composure-maintains emotional control under challenging and stressful circumstances.

10. Conflict Management-recognizes that conflict can be a valuable part of the decision-making process.