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Personal Lines Insurance Customer Service Representative
2 months ago
The Personal Lines Insurance Customer Service Representative at NAPAA is responsible for maintaining solid customer relationships by handling personal lines insurance coverage inquiries and concerns with speed and professionalism through daily interaction with customers, insurance carriers, and fellow employees while conducting specific service and marketing activities.
Responsibilities- Customer Service: Answer customer calls and correspondence regarding new or existing insurance policies and service all claims, as well as administrative duties such as answering phones, greeting visitors, and assisting with mail.
- Prospecting and Sales: Work with prospects to pre-qualify and understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
- Policy Review and Renewal: Set appointments and/or client calls to review existing policies, revise liability limits, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
- Product and Service Information: Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.
- Upselling and Cross-Selling: Actively solicit increases in coverage or rounding out accounts at every service contact.
- Issue Resolution: Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, following up to ensure resolution.
- Record Keeping: Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.
- Insurance License: Hold the insurance license required by the Texas personal lines or general lines license.
- Bilingualism: Bilingual highly preferred.
- Customer Focus: Demonstrate strong customer focus and an excellent phone manner; display strong written and verbal communication skills as well as possess excellent math and reading skills to accurately perform simple calculations.
- Problem-Solving: Have the ability and tact to handle difficult customer phone calls and solve complex problems without direct supervision.
- Time Management: Have a strong sense of urgency, attention to detail, organization, multi-tasking, and time management skills.
- Technology Proficiency: Technology and Computer proficiency including agency management systems.
Flexible Work Arrangements: Flexible work from home options available.
Compensation: $65,000.00 per year.
