Insurance Agency Customer Service Representative

2 weeks ago

Rocky River, United States Mission Connect ETA LLC Full time

Job Summary:

The Customer Service Representative (CSR) is responsible for providing exceptional customer service to clients by handling inquiries, processing insurance policy changes, assisting with claims, and ensuring a positive customer experience. The CSR serves as the primary point of contact for policyholders (Businesses) and plays a critical role in retaining and growing the agency’s client base.

Key Responsibilities:

Client Interaction:

  • Respond to customer inquiries via phone, email, in a timely and professional manner.
  • Address customer questions and concerns regarding insurance policies, coverage options, billing, and claims.
  • Educate clients about policy features, benefits, and options to help them make informed decisions.

Policy Management:

  • Assist clients with policy changes, renewals, cancellations, and endorsements.
  • Process new insurance applications and ensure all required documentation is complete and accurate.
  • Maintain detailed and accurate records of client interactions and transactions in the agency management system.

Claims Assistance:

  • Guide clients through the claims process, ensuring they understand the steps involved and what information is needed.
  • Liaise with insurance carriers to follow up on claims status and resolve any issues.
  • Provide support to clients in filing claims and understanding their claim status.

Administrative Duties:

  • Perform general office tasks, such as filing, data entry, and maintaining organized records.
  • Schedule appointments for policy reviews, consultations, and other client needs.
  • Assist with marketing and promotional activities as needed.

Customer Retention:

  • Proactively reach out to clients for policy reviews, renewals, and to discuss additional coverage options.
  • Identify opportunities to cross-sell or upsell additional insurance products that meet clients’ needs.
  • Participate in retention efforts to ensure client satisfaction and loyalty.

Qualifications:

Experience:

  • Previous experience in customer service, preferably within the insurance industry.
  • Familiarity with insurance products and services is a plus.
  • Active OH Property & Casualty Insurance license.

Skills:

  • Excellent communication skills, both verbal and written.
  • Strong problem-solving and critical-thinking abilities.
  • High level of organizational skills and attention to detail.
  • Proficiency in using computer systems and software, including MS Office and insurance agency management systems.
  • Ability to work effectively both independently and as part of a team.

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