Customer Service Rep - Commercial Lines

Reports to

Department Head

Primary Role

• Provide service and marketing/placing assistance to assigned accounts.
• Support agency and assigned producers by placing and processing new business and renewals.
• Support sales and account growth objectives of the agency through cross selling, up selling, making inter departmental referrals and obtaining testimonials and referrals.

Performance Standards

• Assist Account Manager's and agency's target goals for:
  • Client service including zero backlogs in account servicing for all transaction processing
  • Renewal retention
  • Sales including new business production and referrals
  • Account development including cross selling and up-selling
  • Collections
• Provide support to producers to facilitate account growth.

Qualifications

• Good oral and written communication skills
• Technical and client relations experience
• Good organizational skills
• Property casualty license required or must obtain license within first 90 days of employment.
• College degree, CISR, ACSR, CIC or CPCU preferred.

Duties

• Assist with all account transactions including applications, quotations, ID cards, proposals, summaries, endorsements, certificates, binders, billing, follow-up, and correspondence on assigned accounts.
• Maintain all client files in the agency management system with full policy detail and use the system for all transactions, notes and diaries.
• Respond to client inquiries, incoming mail, company requests, and producers’ needs on a timely basis.
• Collect renewal data on assigned accounts.
• Review and order renewals according to agency procedures.
• Survey policy coverages and identify cross-selling and upgrading opportunities.
• Review, analyze, and submit applications to insurance companies.
• Follow agency's underwriting guidelines.
• Prepare quotations, coverage summaries/comparisons, proposals and recommendations needed to insure clients/prospects understanding and adequacy of coverages.
• Review new business, renewals, endorsements to insure items were received as ordered.
• Prepare billing following agency's credit and collections policies.
• Participate in courses for insurance/sales skills.
• Maintain current knowledge of underwriting requirements of carriers.
• Keep current with industry trends by reading appropriate journals and company bulletins.
• Maintain knowledge of policy provisions and any changes in these provisions.
• Maintain client risk files on computer system and use computer system for all processing transactions.
• Participate in any special projects at management's request.