Client Service Representative

Capital Insurance Group Monterey , CA 93942

Posted 2 weeks ago

Responsible for fulfilling the Companys service objectives by providing prompt, accurate and courteous service to agents, policyholders, and business partners concerning policy transactions, renewals, customer inquiries, and requests for information. Utilizing the Companys automated systems, the CSR II will respond to inquiries concerning policy transactions, renewals, policy coverage, premium billings and payment status, basic policy information, and routine coverage. The CSR II will have an individual level of underwriting authority as assigned by Client Services Management. In addition, the CSR II will actively assist the agent by up selling (increase limits of coverage and cross selling additional lines of coverage). This person will be required to hold a current Property & Casualty license. This position represents the front-line of customer service and customer perceptions and is critical in demonstrating the Companys commitment to complete customer satisfaction.

Primary Accountabilities

  • This position responds to incoming calls through the Companys ACD system and requires active listening skills to assess customer needs, inquiries, and information. The incumbent must identify the nature of the call, assist the caller by completing policy transactions, determine appropriate coverage, and respond to payment, billing, and policy inquiries. Calls of a complex or technical nature may need to be referred to a Lead, Supervisor, appropriate department or business function for assistance and resolution.

  • Accept payments over the telephone per billing system mandates and Company financial guidelines. Substantiate receipt of payment and confirm payment verification to the policyholder or agent.

  • Respond to agents, policyholders, and business partners concerning CIG billing policies and procedures.

  • Maintain accurate documentation of all customer inquiries by noting CIG systems according to Client Services processes. Document all pending issues and service actions for follow-up as required by Client Services processes.

  • Process endorsements and other transactions as needed to meet the needs of the Client Services department. Document the transactions as directed by department procedures.

  • May perform outbound-calling activities and conduct customer surveys to determine customer satisfaction, verify policy information, or update customer history information, as deemed necessary to fulfill the department service objectives and the delivery of quality customer service. In addition, the CSR II may up perform systematic calling initiatives that increase or enhance the customer relationship as well as provide enhanced benefits for the customer, as directed by Client Services Management.

  • Perform other duties as assigned to support office workflow and underwriting activities.

Scope of Position

Reporting relationship

  • This position reports to a Client Services Supervisor. It is responsible for maintaining a constructive working relationship and positive image of Capital Insurance Group to current and potential future agents, policyholders, and business partners. This position has no subordinates.


  • The position requires accurate and articulate individuals who are comfortable interacting with a diverse group of customers and who may have varying degrees of sophistication and understanding regarding insurance products and services.

  • The position is defined by documented procedures and critical deadlines. However, the Client Service Representative II must be able to question for understanding and respond appropriately using business diplomacy, tact, and discretion to resolve problems.


  • The position involves extensive use of telephone equipment, computers, peripheral equipment, and specialized software or databases. Incumbents must possess an exceptional ability to perform detailed work accurately and consistently.


Knowledge of:

  • Strong communications skills with the ability to speak and write grammatically correct English.

  • Basic knowledge of insurance and policy information.

  • Knowledge of Business mathematics.

Ability to:

  • Employ active listening skills with the ability to test for understanding and express thoughts concisely.

  • Establish constructive working relationships with those contacted in the course of business.

  • Work accurately with detail on a consistent basis.

  • Organize and prioritize daily work in order to meet critical deadlines.

  • Operate personal computer and keyboard with accuracy and efficiency.

Education and Experience

  • Equivalent of a high school diploma. Must hold a valid Property & Casualty license in the state of residence and maintain ongoing insurance continuing education courses. As needed or required, may secure P&C licenses in other states.

Why CIG:

  • Competitive Compensation

  • Generous Paid Time Off

  • Career Growth

  • Health

  • Dental

  • Life Insurance

  • Established and well respected company

CIGs main office is located in beautiful Monterey, CA.

Learn more about us by visiting

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Client Service Officer Analyst

Union Bank, N.A.

Posted 2 weeks ago

VIEW JOBS 4/3/2019 12:00:00 AM 2019-07-02T00:00 Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we're 13,000 strong, working together to positively impact every customer, organization, and community we serve. We achieve this by delivering on our values, putting people first, fostering long-term relationships built on honesty and mutual understanding, and inspiring the best in each other. This is all part of our inclusive, high-performing culture supported by Total Rewards that include our cash balance pension plan. Join a team that's working to fulfill its vision to be the world's most trusted financial group. Job Summary: Provide exceptional customer service to the bank's top-tier client portfolio. Independently research, analyze and resolve a broad range of complex customer issues involving services and products that support various market segments. Provide a high level of responsiveness to internal and external customer inquiries by phone, e-mail, or in person. Follow up to ensure full resolution and satisfaction. Analyze data and make recommendation as to exposure and possible risk to the bank on new accounts, wire transfers, overdraft conditions, and uncollected funds usage. Requires strong critical thinking ability as work is performed without substantial direction. Requires strong knowledge of the Bank's Risk policies and procedures; recognizes and proactively addresses and manages risk. Ability to use sound judgment while exercising considerable latitude and initiative in problem solving to meet customer service needs. Major Responsibilities: Provide outstanding customer service to clients, banking offices, account management, sales representatives and merchants. (65%) * Develop rapport and establish key relationships with critical business units. Make independent decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience. * Proactively manage complex customer service needs. * Review account analysis statements with customers and officers regarding service fees, pricing and deficits. * Manage non-credit and operational risk to minimize operational losses; collectable overdrafts, wires and other exceptions. * Use excellent technical and job knowledge as well as problem-solving and critical thinking skills to make sound decisions while balancing risk with opportunity. * Use the highest level of expertise to quickly and effectively resolve banking office and client issues. * Evaluate customer service issues identifying root causes and making recommendations based on thorough analysis. * Maintain customer centric approach and effectively identify course of action to meet service level agreements with an emphasis on first call resolution. * Develop creative win-win service solutions. * Use excellent sales referral techniques to recommend product and services to support bank marketing strategy. * Provide absolute 'one-stop shopping' customer service experience. * Accountable for the servicing and operational customer experience across departments throughout the organization. * Strong knowledge of banking systems and the organization to be able to implement customer service strategy independently. * Demonstrate excellent service level awareness and quickly respond to issues that could impede customer service. * Develop and document special handling procedures for new processes. * Assist with special projects and implementation of department initiative as appropriate. * Train and coach new employees. Act as a resource to other Customer Service Representatives. Work closely with customer, Relationship Manager and Treasury Management Services to coordinate implementation of new customers for deposit and fee based services. (25%) * Discuss applicable delivery channel and service options with customer. * May travel to customer site to make servicing presentations or lead tours for clients at the Bank Facility. * Prepare and manage to completion the opening of new accounts, the review of legal documentation, and identify/approve exceptions. * Coordinate and review various types of legal documentation with clients and officers to avoid document deficiency. * Assist in decision making on account type and setup. * Conduct outbound calls to new clients after initial boarding to ensure quality service. * Follow up with clients for document deficiencies. * Utilize a strong knowledge of Treasury and Cash Management products, wholesale operations, governing regulations and internal policies and procedures to professionally respond to customer inquiries. * Independently manage all inquires on any transaction or cash management service Provide technical assistance to internal clients to resolve complex inquiries, servicing requests and operational matters.(10%) * Maintain records of repetitive service problems, resolutions and customer concerns and make recommendations for improving customer service levels. * Identify and refer prospects and cross-sell opportunities to relationship manager for business development. * May act as Supervisor in the Manager's absence; perform other responsibilities as assigned. Union Bank, N.A. Monterey Park CA

Client Service Representative

Capital Insurance Group