Licensed Insurance Customer Support Specialist

2 weeks ago

Scottsdale, Arizona, United States Staff My Agency Full time
Job Overview:

The role of the Customer Service & Sales Representative is essential in enhancing customer satisfaction by addressing inquiries or concerns related to the company's offerings. This position involves effective communication with both internal and external clients regarding fundamental underwriting standards, policies, and promotional strategies to manage customer accounts efficiently. Furthermore, representatives will assess, clarify, and resolve inquiries related to policies and accounts. This position not only focuses on customer retention but also encourages agency growth through the cross-selling of various products, thereby fostering both retention and new business opportunities.

Key Responsibilities:
  • Maintain licensure in Property & Casualty or Personal Lines.
  • Confirm all customer contact details during interactions.
  • Identify customer needs and expectations to recommend suitable products and solutions.
  • Review renewal accounts and determine necessary follow-up actions based on changes, process simple policy modifications, and issue certificates of insurance as required.
  • Allocate time for cross-selling and upselling initiatives to existing clients.
  • Document customer interactions and transactions, detailing inquiries, complaints, and actions taken.
  • Support the annual review process by reaching out to clients and preparing tailored coverage recommendations based on their needs, collaborating with agents on scheduling reviews.
  • Act as a liaison for clients and claims.
  • Address complex service issues and set realistic expectations for customers.
  • Resolve customer complaints or complicated interactions.
  • Execute general customer service tasks, process payments, manage inbound calls, and respond to basic inquiries such as billing and coverage.
  • Follow up with appreciation messages for new business.
  • Perform additional duties as assigned.
Essential Competencies:
  • Business Results: Capable of achieving individual performance metrics and objectives.
  • Multi-tasking: Able to manage multiple priorities effectively.
  • Attention to Detail: Ensure accurate and thorough records of all customer interactions.
  • Job Knowledge: Familiarity with basic product offerings, billing, underwriting, and processing protocols.
  • Teamwork: Open to feedback and collaborative work.
  • Problem Solving: Skilled in researching and identifying timely solutions to customer-related challenges.
Work Environment:

Job responsibilities are typically carried out in a controlled office setting.

Preferred Qualifications:
  • Previous experience in customer service, particularly with Farmers Insurance, is highly desirable.
  • Ideal candidates will possess basic computer skills, fundamental math abilities, strong analytical skills, conflict resolution capabilities, and the ability to handle multiple tasks simultaneously.
  • Excellent verbal and written communication skills are essential.
Job Type: Full-time

Compensation: $45,000-50,000 annually, depending on experience, plus commission and bonus potential.

Expected Work Hours: 40 hours per week

Benefits:
  • Paid time off.
Shift:
  • 8-hour shifts.
  • Daytime hours.

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