Job Details
Job Description
Personal Lines Customer Service Representative
Role Summary: We are in search of a dynamic, driven, and organized individual to join our expanding team. Collaborating with our seasoned insurance professionals, you will engage closely with clients, aiding them in securing tailored coverage that meets their specific requirements. Your role will involve acquiring the skills necessary to cultivate, sustain, and enrich client relationships, ensuring customer retention.
General Responsibilities
- Demonstrate an eagerness to learn about the insurance industry.
- Effectively communicate with clients and potential clients via phone, email, or face-to-face interactions.
- Learn techniques for generating leads through referrals.
- Acquire the ability to recognize and evaluate client risk exposures, researching coverage options to educate clients and fulfill their insurance needs.
- Address inquiries related to coverage and premiums.
- Assist in preparing proposals and completing applications in collaboration with producers; submit applications to eligible carriers; obtain client signatures on all applications; follow up to ensure timely receipt of quotations and policies.
- Provide necessary documentation such as binders, certificates, policies, endorsements, etc., ensuring accuracy in line with established guidelines.
Retention
- Compile insurance summaries, schedules, and proposals for account review as required. Participate in the renewal process by re-marketing renewals, contacting clients, generating renewal proposals, and managing other renewal activities alongside producers.
- This includes updating applications, requesting loss runs, and submitting accounts before renewal.
- Renew policies in adherence to agency standards; verify accuracy for each renewal; ensure all renewals are processed.
- Review policy audits for accuracy and facilitate corrections as necessary between clients and carriers.
- Maintain and update files in the agency management system.
- Confirm policy and change information, making corrections when required.
- Handle incoming email and mail requests promptly and appropriately.
- Verify the accuracy of all direct-billed cancellations and take corrective action when necessary.
- Identify reasons for cancellation requests; take action to retain accounts; inform producers accordingly.
- Process and follow up on cancellation requests with carriers to ensure accurate and timely resolution.
- Review walk-in payments, verify acceptability, and process accordingly, providing receipts to payers.
- Assist clients in submitting initial reports of claims, ensuring prompt responses from carrier staff and maintaining communication on claims status with insured parties.
Personal And Professional Development
- Manage priorities and workflow efficiently to ensure the timely and accurate processing of transactions and other duties.
- Cultivate a respectful and professional rapport with clients, colleagues, carriers, vendors, and other business contacts.
- Stay updated on industry trends, product information, legislation, coverages, and technology advancements to enhance knowledge and performance continually.
- Communicate effectively, cooperate purposefully, and provide guidance and information as needed to achieve agency and producer business objectives.
- Uphold strong ethical values and integrity.
Skills, Knowledge, And Abilities
- Willingness to obtain necessary licenses to sell insurance in Virginia, which entails preparing for and passing a state licensing exam. Study materials and tutoring will be provided by us.
- Effective oral and written communication skills to explain complex issues and receive and interpret information appropriately.
- Thorough understanding of insurance products, usages, and rating procedures.
- Detail-oriented with the ability to manage multiple clients, tasks, and requests. Proficiency in carrying out complex tasks with numerous concrete and abstract variables. Basic mathematical skills for performing calculations involving whole numbers, decimals, and fractions.
- Competence in using computer programs and understanding their functionality. Professionalism, commitment, self-motivation, and the ability to focus on daily tasks.
Work Environment: On-site
License/Certification: Virginia Insurance License (Required)