Customer Service Representative

Our Customer Service Representatives (CSR) work closely with the Accounting, Claims, Underwriting, and Agency Management departments, but also work in conjunction with all others in the organization. The CSR is required to always put forward the best interests of the company. The position also entails interaction with insurance agencies, as well as multiple business partners outside of the company. These individuals exhibit the core values of the company (Positive Attitude; Adaptability; Work Ethic; Dedication; Relational Greatness-Good Customer Service) built upon a foundation of trust.

Customer Service responsibilities

• Work exclusively in office during company business hours.
• Direct phone calls to appropriate areas.
• Act as primary contact for billing, general and claims calls, including answering general billing, claims & underwriting questions.
• Process insured’s policy payments.
• Create first notice of loss.
• Review policy for previous claims, notify adjuster.
• Process Installment billing for three companies daily.
• Meet, greet & direct guests as needed.

Administrative support responsibilities

• Assist insured, agents, contractors regarding questions on claims.
• Handle all mail for regular (non-payment related) for claims.
• Collate claim checks and refund checks for proper mailing.
• Support management across all departments as needed (for various project work, etc.).
• Process daily print job to create new business, renewal business dec pages, and any endorsements processed from the prior business day.
• Collate policy printouts to assemble policy jackets and sends to appropriate policyholders.
• Send agents/brokers electronic documents.
• Assist with sending mortgage companies and agents/brokers copies of dec pages, endorsements, etc. upon request.
• Run various agency management reports as assigned.
• Ordering marketing materials.
• Helping set up and organize marketing events.

Data administration responsibilities

• Set up claim in policy admin system with appropriate reserves and adjuster.
• Set up claim and ensure proper documentation is in ImageRight.
• Coordinate incoming and outgoing mail; scan to ImageRight as necessary.
• Process all Brokerage/MSA documents.
• Process ImageRight workflow.
• Monitor customer service email boxes and task accordingly through ImageRight.
• Update Agency contact information in InsPro & Evolve systems and Agency spreadsheet. Will require contacting agency by email and/or telephone to obtain required information.
• Obtain and maintain current Agency/Agent licenses and E&O proof of coverage. Includes contacting agencies and inputting records into appropriate system.
• Ordering marketing materials.
• Helping set up and organize marketing events.

Requirements

EDUCATION and EXPERIENCE

• 2-3 of administrative and / or customer-facing work experience required; phone experience preferred.
• Proficiency with phone systems and other common office programs is desirable (Excel, Word, PowerPoint, Outlook, Teams).
• Insurance related experience is a plus.
• A bachelor’s degree will be looked upon favorably.

SKILLS:

• A professional work ethic is paramount to obtaining and being retained in the position.
• Ability to effectively manage a large volume of work.
• Positive phone behaviors (ability to decipher needs of callers to properly transfer caller to needed dept./area).
• Communication effectiveness with internal and external stakeholders is critical to success.
• Ability to develop the respect and confidence of independent agents, and to promote the company’s sales of profitable business through those agents.
• Attention to detail and the ability to prioritize workload is essential.
• Be well organized and work well independently.
• Adaptability & flexibility are integral for this position.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)