Purpose

Customer Service

• Handle phone calls, respond in a timely manner to insureds/companies/in-house requests or questions
• Compose correspondence and required response to client, company, etc.
• Activity (suspense) documentation and follow-up
• Monitor endorsement requests, receipt and accuracy
• Personal visits with client

Account Management

• All functions necessary to provide exceptional customer service and account retention
• Complete applications for new and renewal accounts; advise producer or client of any missing items or possible enhancements available
• Keep expiration list current
• Prepare new and renewal proposals
• Flood rating and quotes
• Handle technical or complex questions or problems with insured
• Check policies and put together for delivery
• Troubleshooting, quality control, E&O protection
• Assist CSR with additional training, questions, problems; oversee workflow

• Maintain accounts
• Answer coverage questions, suggest alternatives
• Promote positive image of agency with personal attitude and job commitment
• Maintain professionalism in communication and negotiation
• Quality control and prevention of agency E&O
• Backup other units as needed; absorb CSR duties when necessary

• Service any customer’s needs regardless of department, when required

• Personal Lines and/or P&C Insurance license (Required)
• Enrollment in education program
• Must maintain license through continuing education

• Ability to separate business from personal reactions
• Creative thinking, problem-solving
• Ability to handle stress, meet deadlines
• Ability to handle multiple tasks
• Ability to make coverage decisions, answer questions, solve problems without Producer’s assistance
• Be Customer Service-conscious at all times
• Maintain a good sense of humor

• Computer literacy
• AMS proficient
• Basic knowledge word processing (MS Word)
• Scanning

• Availability of a private office for conferences

• Benefits begin after 30 days employment and 1st of the following month (Medical, Dental, Vision, Short-Term Disability, Flexible Spending Account (Medical/Dependent Care), Health Savings Account, Voluntary Life, and additional Voluntary Insurance options
• Agency pays $50,000 of Life insurance, Long-Term Disability & AD&D per employee
• Agency matches 50% up to 4% in 401(k)
• Paid Time Off (PTO) can be used after 30 days of employment (1-5 years 16 days, 6-9 years 19 days, 10+ years 23 days)
• Flex Fridays (26 Fridays per year - every other Friday off) begins after 90 days of employment
• Holidays (9 paid per year) plus additional Office Closures
• Employee Assistant Program (EAP)
• Flexibility – Great work/life balance