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Personal Lines Customer Service Representative

2 months ago

Decatur, United States Consociate Health Full time
Job DescriptionJob Description

Position Summary:

The Personal Lines Customer Service Representative reports to the Vice President. This position is largely responsible for assisting Account Executives with Personal Lines client accounts including all aspects of customer service and marketing.

Principal Duties and Responsibilities of Personal Lines CSR

* Review and process policies and endorsements for accuracy.

* Review and process policy change requests from clients.

* Market new and renewal personal lines accounts as assigned.

* Resolve client questions regarding coverage and billings.

* Resolve account criticisms from carriers.

* Document Agency Management system with client changes, updates and activities performed.

* Maintain a working knowledge of carrier products, pricing and personnel.

* Maintain knowledge of agency procedure

General Expectations:

* Present a positive image of Shelbyville Insurance Services Insurance at all times.

* Provide and promote the delivery of services with a prevailing attitude of respect and recognition of the personal worth and dignity of every individual whether they are a customer, co-worker, producer or supervisor.

* Communicate in a clear and concise manner, while also demonstrating receptivity through active listening.

* Identify and perform work that has not been specifically assigned, as needed.

* Continuously seek opportunities for improvement and suggest ways in which procedures/systems may be modified to accomplish tasks/goal efficiently and effectively.

* Demonstrate a teamwork philosophy by working cooperatively with others inside and outside the organization.

* Attend required in-service and staff meetings.

* Preserve the confidentiality of all business-sensitive information, including but not limited to that of insured groups and individuals, employees and applicants.

* Adheres to established safety standards and utilizes proper techniques to avoid work-related injuries.

Service Expectations:

* Greet all people in a prompt and courteous manner. Communicate in a warm and courteous manner, making eye contact and speaking in a tone of voice that matches words.

* Ask customers and agents what they need and strive to exceed their expectations. Offer and provide assistance whether or not the request falls within your specific job description.

* Assists customers through the insurance submission/enrolment experience.

* Respond to customer and carrier requests in a timely manner, returning calls promptly and keeping them informed of delays before they ask.

* Timely processing of date sensitive materials.

* Make decisions based on customer needs, opinions, complaints or suggestions.

* Take appropriate steps to resolve problems to the customer's or carrier's satisfaction.

* Ask customers for their opinions, accepting criticism as an opportunity to improve service.

* Seek opportunities, provide value-added services, and eliminate tasks that do not serve our customer.

* Remain aware of products and services provided by Shelbyville Insurance Services.

* Project a positive, professional image when working.



  • High School Education required.
  • Property/Casualty, Auto/Home Licenses preferred.
  • Must be articulate, possess a professional business mannerand have excellent organizational and communication skills.
  • Strongability to identify appropriate resources for researchand problem resolution.
  • Ability toperform sedentary work forextended periods oftime.
  • Ability to utilize personal computer, telephone system, andcommunicate with a variety of customers.
  • Ability to concentrate, meet deadlines, work on severalprojects during the same period, and adapt to interruptions.