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Insurance Customer Service Representative

4 months ago

Grand Rapids, United States THE ANGELA BUKALA AGENCY LLC Full time
Job DescriptionJob Description

POSITION OBJECTIVE:

To provide excellent customer service to existing and new clients in a collaborative and productive manner providing the agent and clients with prompt, kind, meticulous, and organized information, quotes, and documents.

RELATIONSHIPS:

Work with agent/owner, managing partners, clients, response center, underwriters, marketing, accounting, payment services, claims, and customer service departments

CORE COMPETENCIES:

  • Member/client/home office focus: develop trusted relationships with everyone
  • Communication: communicate effectively through a variety of medias and to a wide-range of people
  • Adaptability: adapt to new information, changing conditions, and unexpected obstacles
  • Accountability: hold self and others accountable for achieving quality results
  • Collaboration: work effectively to create a team-based environment
  • Critical Thinking: examine issues, ideas, and situations to impact results and implement improvements

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Telephoning skills
  • Good oral and written communication
  • Math aptitude
  • Keyboarding skills of 50 wpm preferred
  • Current with technology trends
  • Organizational skills
  • Problem solver
  • Independent worker
  • Team player

ESSENTIAL FUNCTIONS:

  • Serve as insurance service representative and company representative providing professional and courteous assistance when servicing insureds, members, and prospective insureds directly or over the telephone
  • Keep accurate records and meticulous notes
  • Complete tasks assigned by agent in a timely manner with appropriate correspondence
  • Create tasks for yourself/other staff/agent as appropriate
  • Cross-sell products within the book of business
  • Attend one weekly meeting as assigned by agent. These meetings will occur once per week and last for 30 minutes.
  • Check the staff email box throughout the day and assign emails to staff as needed
  • Complete and send daily document information to agent.
  • Complete renewals and send to agent.
  • Perform telemarketing, cross-selling functions, appointment setting and x-dating.
  • Return all phone calls before the end of the work day
  • Receive inquiries and answer questions regarding insurance and Farm Bureau in general.
  • Sort, classify and distribute all daily incoming mail. Mail all applicable items to the Home Office at the end of each business day.
  • Schedule appointments for the agent and prepare review documents
  • Produce and distribute insurance quotations and proposals on all lines of business to agent
  • Prepare insurance applications.
  • Process changes to insurance policies and verify that the changes are made correctly.
  • Receive, record, verify and follow up claim loss reports, gather and organize supporting information, bills and receipts.
  • Maintain insureds' files following established guidelines for filing (e-filing), pending, retention, electronic documentation and purging.
  • Develop and maintain up-to-date knowledge of processing procedures, coverages and automated system operation for processing several lines of business.
  • Maintain up-to-date knowledge of forms needed to perform job functions. Share information with staff
  • Correspond with insureds, agents, Home Office staff, and claims branch staff via e-mail, fax or the telephone for information needed or requested.
  • Order office equipment, supplies and forms as necessary.
  • Make moderately complex decisions using authority granted by the Home Office, Managing Partners, agent and as outlined in the online manuals.
  • Understand job functions, identify problems and seek improvements.
  • Keep abreast of changes on “What’s New” bulletins as they relate to the job function and maintain job documentation necessary to complete tasks. Share with the entire team.
  • Maintain company standards for production and accuracy.
  • Prioritize work, meet deadlines, and handle high volume workloads.
  • Work as a dedicated team member to assist whenever needed.
  • Maintain a positive attitude
  • Maintain a welcoming and warm environment for clients and the team
  • Assist with the completion of special projects as requested.
  • Participate in continuing education credits to maintain Property/Casualty license.

NOTE: The above position description is intended to describe the major functions and characteristics of this position. It is not intended to describe all the functions or responsibilities which may be assigned to the incumbent employee. It is always within the employer's right to add to, delete from, or further modify this job description at any time. This document is not to be construed as an employment contract of any type.

Company DescriptionThe Angela Bukala Agency-Farm Bureau is an All Lines Agency. The focus for Angela is offering proper coverages against the risks of everyday Life.

All applicants must be licensed for Michigan Property and Casualty.Company DescriptionThe Angela Bukala Agency-Farm Bureau is an All Lines Agency. The focus for Angela is offering proper coverages against the risks of everyday Life.\r
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All applicants must be licensed for Michigan Property and Casualty.