Commercial Lines CSR

Position Overview:

The Customer Service Representative is an integral member of the Commercial Lines team, primarily responsible for providing excellent service to our clients by assisting the producers and client advisers in maintaining superior service within the agency. The CSR will demonstrate a working knowledge of the insurance industry and expertise on our company’s policies and practices to ensure a gratifying customer experience.

Primary Responsibilities & Essential Functions:

• Demonstrate active listening, rapport building, empathy, and solutions-focused problem solving when engaging with customers.
• Creating and advising personalized insurance proposals based on the client's needs.
• Retain continuous awareness of workflow and keep activity notations compliant with agency procedures.
• Process insured policy change requests
• Follow up to ensure the accuracy of endorsements processed by the carrier
• Communicate with clients and the insurance company's Underwriters
• Obtain all underwriting information and/or any trailing documentation from the client on behalf of the carrier
• Notate all interactions with Insureds in the agency's client management system
• Obtain all signature forms/applications required by the carrier
• Handle policy renewals
• Process insured payments
• Review billing accounts with insureds
• Review and update all current client contact and policy information in the agency client management system
• Furnish clients with requests for proof of insurance (binders, certificates, policies, endorsements, ID cards, declaration pages, and evidence of property forms)
• Frequently replenish job-specific knowledge and apply it in the field

Experience and Abilities:

• Minimum three (3) years of experience
• Must be P&C licensed in Pennsylvania
• Experience working with the AMS360 management system.
• Working knowledge of insurance agency operations, coverages, rates, markets, and applicable insurance laws/codes/regulations.
• Good comprehension of insurance products and coverages. Preference for Independent Agent experience.
• Ability to work with computers and basic Excel, Word, and Outlook knowledge.
• Excellent skills in communication, active listening, solutions-focused problem solving, and rapport building.
• Experience delivering client-focused solutions and creating long-lasting relationships to solidify retention and generate multi-line referrals.
• Ability to work independently but also collaborate and work together as a team.

Benefits:

• Employee Health Benefits (medical, dental, vision)
• 401(k) Retirement Plan
• Employer-paid Group Life Insurance
• Paid time off
• Paid holidays
• Paid Bereavement
• Gym membership reimbursement
• Employee Referral Bonus

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