Insurance Customer Service Representative II
6 months ago
Current Wescom Employees: Please visit the Career Center in Workday to search and apply for a current job opening.
We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.
Salary Grade:
153N
Salary Pay Range for This Position:
$24.33 - $34.04
POSITION SUMMARY:
The Personal Lines Customer Service Representative assists customers/members in completing changes to their existing Personal Lines Insurance policy over the phone by completing necessary documents and performing data entry. This position provides specific, accurate and timely information to members regarding Personal Lines of Insurance and is responsible for educating members regarding the options available to help determine the best coverage for their specific needs.
This individual works with minimal supervision and direction and is authorized to take reasonable actions necessary to carry out the assigned responsibilities of the position, provided that such action is consistent with cost-effective practices and is consistent with the policy and procedures of Wescom Credit Union.
ESSENTIAL POSITION FUNCTIONS:
- Provide insurance quotations for most personal lines coverage's by using FSC rating program and other insurance company specific rating software.
- Assist customers/members in making coverage decisions based upon their specific needs.
- Make individual underwriting and policy placement decisions based on needs of the customer in conjunction with the insurance companies we represent.
- Complete applications for new business, process endorsement request and follow-up to ensure accurate completion.
- Provide superior customer service that exceeds our customers/members expectations by promptly responding to questions and addressing needs that routinely come up.
- Process and respond to routine correspondence from insurance companies and customers/members to resolve issues and answer underwriting questions.
- Review customer/member existing policies on renewal, to assess coverage's and make recommendations.
- Coordinate and service claim activities to assist customer/member in expedient resolution.
- Actively solicit prospects to increase sales in manner consistent with marketing plans.
- Work with team members in a cooperative spirit to share information, knowledge and resources to accomplish the goals of the department.
- Perform additional functions at the direction of management.
EDUCATION AND EXPERIENCE:
High school or equivalent.
3 to 8 years' experience with Personal Lines insurance products.
CERTIFICATES, LICENSES, REGISTRATIONS:
Active Fire and Casualty Agent/Broker License or Personal Lines Insurance License, required.
OTHER SKILLS AND ABILITIES:
Must be able to communicate insurance terminology.
Intermediate math skills to sum quotes; calculate percentages ratios related to insurance quotes.
Ability to operate proprietary software, to enter data and generate quotes, FSC required and AMS360 or other agency management software preferred.
Excellent communication, customer service, and telephone etiquette skills are necessary to communicate with customers/members effectively.
Good decision making and judgment abilities to ensure the highest level of standards and guidelines of the insurance program are maintained.
Read and comprehend department and vendor, policies and procedures, standards and guidelines.
The job is typically sedentary but may require standing and walking up to 15% of the work time to handle paperwork, ask questions, and related activities.
Requires travel to off-site locations for meetings, training and various sales events.
COMPUTER SKILLS:
Proficient in Microsoft Applications (Word, Excel, PowerPoint, Outlook).
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percent and to draw and interpret bar graphs.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.
The noise level in the work environment is moderately quiet. It is a non-smoking environment.
The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.
If you are applying for a Hybrid/Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties: Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial ,Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.
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