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Insurance Agency Customer Service Representative
3 months ago
Job Summary:
The Licensed 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.
