Customer Service Agent

** Customer Service Agent (Insurance)**

**Job Category****:** Customer Service **Requisition Number****:** CUSTO01158 Showing 1 location **Job Details**

**Description**

**MMG INSURANCE COMPANY**

**Job Description**

**Job Title:** Customer Service Agent

**Department:** Customer Service Department

**Reports To:** Manager

**FLSA Status:** Non-Exempt

**SUMMARY**

Serves as the Companys first point of contact for customers. Also serves as a member of MMGs Customer Care Team and in this capacity provides service directly to customers on behalf of Agency Partners participating in MMGs Customer Care program. As needed may assist with calls that require escalation beyond the Customer Service Representative. Provides customer service and telephone assistance with payments, billing, policy and claims information; technical support and various other general inquiries. Performs various data entry assignments to support the production and servicing of insurance policies. Sets-up all reported First Notices of Loss.

As directed by the Customer Service Manager or Supervisor may assist Senior Customer Service Agents with mentoring.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

* Performs all essential duties and responsibilities of the Customer Service Representative.

* Talks with insurance agents, policyholders, claimants and representatives of financial institutions (aka customers) via the telephone. Answers questions, including of increased complexity receives requests for policy changes, and keys into the computer system.

* Provides accurate billing and/or cancellation information to customers, and other entities, as needed.

* Provides claims status information and sets-up all reported First Notices of Loss.

* Documents calls from customers using an Imaged Underwriting Note to the policy for recordkeeping and purposes of verification

* Processes customer credit card payments received via the telephone.

* Applies product knowledge including, but not limited to, Company underwriting guidelines and policy forms, Insurance Services Office's manuals and forms as well as knowledge of and familiarity with rating processes for all Company product offerings.

* Provides technical support to customer and agents utilizing MMGs on-line services (MyMMG and MaineGate).

* Provides e-mail responses to inquiries or feedback received from customers via MMGs public website and/or MyMMG registered policyholders.

* Prepares insurance policies for the issuance of new, renewal and endorsed policies.

* Applies above average product knowledge to determine if the endorsement request or other transaction type requires referral to the underwriting, claims or accounting departments.

* Keys new business and renewal policy information as well as endorsement changes to policies into the Company's computer system using a personal computer by keying alphabetical, numerical or symbolic data from source documents following formatted screen display.

* Performs data entry for cancellations for non-payment of premium, cancellations for underwriting reasons and cancellations requested by insureds.

* Processes Direct Notices of Cancellation (DNOC) and Direct Notices of Non-Renewal (DNNR).

* Compares data entered with source documents and verifies accuracy of data entered on the policies as well as verifying the accounting records of policies endorsed. Concurrently, reviews accounts for any other changes to be processed.

* Analyze all data, remove any incorrect information and replace with updated and or/ correct information.

* Maintains above average working knowledge of all of the Companys computerized customer service platforms (i.e., Imaging, Verify.NET, Agency Management System, Policy System, Billing System, Agency and Insured Portals, and all other systems that may be required to perform job duties).

* Prepares quotes for agents and underwriters through the use of the Company's computer system.

* Answers questions and informs agents and customers of billing amounts and due dates created by processing changes requested.

* Verifies non-imaged policies for accuracy.

* Identifies errors on imaged applications and endorsement requests and routes appropriately.

* Serves as a department contact for IS and/or others in the company for system changes, product development and testing, as needed.

* Disposes of obsolete files in accordance with established retirement schedule or legal requirements.

* Develops and maintains Company/Agency relations through the delivery of friendly, courteous, prompt service.

* Travels as required to perform the essential duties and responsibilities of the position and to fulfill educational requirements. (May include overnight stays.)

**SUPERVISORY RESPONSIBILITIES**

This job has no supervisory responsibilities.

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**EDUCATION and/or EXPERIENCE**

Associate's degree and 1-2 years related experience and/or training; or equivalent combination of education and experience.

**LANGUAGE SKILLS**

Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Writes clearly and informatively; Edits work for spelling and grammar; Able to read and to interpret written information.

**MATHEMATICAL SKILLS**

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Ability to calculate figures and amounts such as discounts, commissions, proportions, and percentages. Ability to perform pro-rata calculations on customer bills.

**REASONING ABILITY**

Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.

**COMPUTER SKILLS**

To perform this job successfully, an individual should have knowledge of Office Productivity software such as Spreadsheet, Word Processing, and Communications software. As well as the companys computerized service platforms.

Possesses above-average keyboarding skills, speed and accuracy.

**CERTIFICATES, LICENSES, REGISTRATIONS**

The Company will require the employee to acquire, within a reasonable period of time as established by the Company, agents licenses in all states in which the Company does business.

The Company may expect the employee to take the courses deemed appropriate to the employee's job.

**OTHER SKILLS AND ABILITIES**

* Demonstrates above-average telephone skills.

* Demonstrates above-average interpersonal, relationship skills.

* Possesses above-average keyboarding skills, speed and accuracy.

* Possesses the ability to accurately operate an adding machine/calculator.

* Demonstrates flexibility by adapting to a rapidly changing environment.

* Demonstrates the ability to multi-task effectively and efficiently.

* Exhibits tendency to be detail-oriented.

* Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

* Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

* Demonstrates the ability to consistently maintain a positive attitude.

* Works cooperatively and productively with employe