We are looking for a Customer Service Representative at each of our Mooresville, Shelby, and Mount Holly offices .

Job Scope: The CSR/Assistant performs duties under the direction and supervision of the Personal Lines Manager and Agents, operating from established directions and instructions. Decisions are made within general company policy constraints and insurance laws, but occasionally require independent decision making. Mistakes or errors may result in loss of business, poor customer relations and/or and Errors & Omissions claim, all of which can have negative financial implications for the organization.

Position Purpose: The CSR/Assistant is completely responsible for the service, including computer input and update of personal lines accounts and to provide prompt, accurate, and courteous service to customers and carrier personnel regarding their assigned account. They are also responsible for assisting Agents in meeting departmental production, retention, and contingency goals set by the Personal Lines Manager.

Performance Measurements: Performance is measured by achievement of personal and departmental goals for production, retention, and contingency as set by management, as well as overall attitude, compliance to agency policies and procedures, and interpersonal relationships with customers, coworkers, and carrier personnel.

Essential Functions/Major Responsibilities:

1. Review and implement processing procedures in order to: 1. Incorporate the capabilities of the agency management system and various company systems into your daily workflow. 2. Streamline your workflow.
2. Follow agency procedures for processing: New business, Direct billed renewals (for paperless carriers), Cancellations, Reinstatements, Claims, Endorsements, and Payments.
3. Broadly participate in the retention and growth of your assigned book of business.
4. Maintain a current knowledge of insurance coverages and exposures and their available markets.
5. Maintain a current knowledge of underwriting guidelines, rating systems, and processing requirements for each personal lines carrier.
6. Maintain the AMS system records in an up-to-date manner.
7. Prepare customer or carrier correspondence and internal correspondence as needed using the AMS system and in adherence to agency procedures.
8. Handle telephone calls and personal visits from prospects and customers pertaining to service in a timely manner.
9. Conduct coverage reviews with customers and recommend additional lines of coverage if the need becomes apparent. Refer to Associate or Licensed Agent.
10. Review all incoming mail, faxes, e-mails, and voicemails the day they are received and respond according to reasonable guidelines set by Manager.
11. Process all monied transactions in accordance with agency and carrier practices and procedures.
12. Work suspense list on daily basis to keep current and follow up with customers in a timely manner.
13. Distribute or process correspondence from carriers to corresponding Agent.
14. Attend educational seminars as required by Agency and FDFS.

Secondary Functions:

1. Assume responsibility for related duties as required or assigned.

· Ensure work area is clean, secure, and well maintained.

· Perform special assignments at Manager’s request.

· Attend all training programs and meetings required by the Agency.

· Stay informed of trends and changes in the insurance field.

· Adhere to Agency attendance policy, conduct code and dress code.

Qualifications:

Licensing: Must have a current North Carolina Property & Casualty Insurance License.

Education/Certification: P&C Insurance License or Customer Service Rep License

Required Knowledge: Thorough knowledge of the North Carolina State Insurance Laws and P&C coverage definitions. Thorough knowledge of agency management system and carrier systems. Thorough knowledge of company’s underwriting requirements and procedures. Broad based knowledge of Insurance Agency practices and procedures.

Experience: At least two (2) years Tech. Assistant experience desired, but not required.

Skills/Abilities: Strong oral/written communication skills, Training/development skills required. Able to prioritize, organize, coordinate and direct workflow. Able to use all related hardware and software.