The Customer Service Representative is responsible for providing customer service to existing clients and support coordination of new business efforts. These individuals possess the ability to review insurance contracts, identify additional exposures and recommend coverage.
How this contributes…
|Production and customer service to personal lines book of business/creation of value for clients. Develop, and attain, new business objectives for each partner insurer.||Develop and apply technical expertise, business ability and personality to client opportunities. Manage all processes necessary including new business, renewal, and service elements; including development of quote options, analysis of options, presentation to customer, ordering business, entering into TAM.||Creates value for clients in manner consistent with principles of our organization. Creates value for partner insurers by providing them with their new business objectives.|
|Key client customers service||Develop and maintain relationships with key clients, including larger personal lines clients and clients with tie-in to commercial p&c customers. Provide customers with proactive customer service and Annual Renewal Summary.||Creates value for large customers beyond the placement of their policies by organizing and simplifying their programs.|
|Learning all possible aspects of agency operations with respect to the service and production of business for our client base, including customer service and TAM for your own assigned customers.||Create customer satisfaction by directly handling issues to conclusion, such as claims issues, billing issues or others within your book or as designated.||Direct resolution of issues on behalf of customers. Enables increased production and proactive service.|
|Behaviors and attitude consistent with outstanding performance on behalf of clients, coworkers and the agency.||Initiate, Coordinate, Learn, Develop, Balance production with production capability.||Improve our operation AND improve your capacity to contribute.|
Successful Candidates Possess
- Associates degree or equivalent
- 3+ years of insurance agency or company experience
- PA Producers license for Property & Casualty strongly preferred
- Proficiency using Microsoft Word and Excel
The individual must maintain confidentiality and have effective time management skills, the ability to work in a multi-task environment and strong attention to detail.
90 day Requirements:
- P&C license must be obtained
- Basic knowledge within TAM (Set up and navigation to access client records: ACORD Aps, Activities, Generating Auto ID’s, Attachments with proper labeling)
- Attaching documents to client file, cancellations and re-instatements
- Proficient with using EZ Lynx
- Billing through various carriers and knowledge of pay plans
- Ability to process applications, cancellations, reinstatements, renewals and handle endorsement requests
- CSR must have all underwriters contact information loaded into contacts directory for email and or phone
- Sound knowledge base with entering application information for customers
- Rating and endorsement processing on at least five of the most popular carrier websites
- Policy and endorsement retrieval from carrier websites
PL CSR I
- All the 90 requirements listed above
- Knowledge of most insurance terms (e.g. liability, deductibles, coverages, limits)
- Knowledge of when to market particular polices (what level of increase triggers)
- Claims processing
- Ability to gather eligibility requirements from various carrier sites
- Knowledge in the following lines: automobile, renter, homeowners, umbrella
- Consolidate information to create proposal for clients
- Basic knowledge of specialty lines: out of state property, farms, flood, jewelry, other inland marine
- Developed rapport and negotiating abilities with underwriters
Advanced PL CSR
- All of the PL CSR I competencies
- Substantial knowledge of underwriting/ risk appetite of various carriers
- Advanced knowledge of various types of coverages
- Additional areas of specialty knowledge (flood, farms, out of state properties)
Working Conditions / Physical Demands:
Work is typically performed in an office environment. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. Heavy phone and computer usage on a daily basis. Must be able to independently navigate steps. Occasional lifting up to 25 lbs.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High-pressured, fast-paced environment with significant telephone and personal disruption. Large number of multiple steps in complex system performed with accuracy and speed is essential to the successful completion of tasks. The noise level in the work environment is usually moderate. No or very limited exposure to physical risk.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. Other duties may be assigned, as needs arise or as required.
This position description is not intended as and does not create a contract of employment between the Hartman Agency and any individual employee. The Hartman Agency reserves the right to change this position description at any time within its sole discretion.