Insurance Customer Service Representative

4 weeks ago

Marysville, Michigan, United States Brad Strunk - Farm Bureau Insurance Agency Full time
Job Summary

We are seeking a highly skilled and customer-focused Insurance Customer Service Representative to join our team at Brad Strunk - Farm Bureau Insurance Agency. As a key member of our team, you will be responsible for providing exceptional customer service, handling customer inquiries, and resolving issues in a timely and professional manner.

Key Responsibilities
  • Provide top-notch customer service to existing clients, including updating policies, providing quotes, taking payments, and answering questions.
  • Answer customer calls and correspondence regarding new or existing insurance policies and service all claims, including regular and after-hour claims.
  • Work with new clients or support a producer to 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.
  • Set appointments and/or client calls or support a producer to review existing policies, review liability limits and exposures, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
  • 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.
  • 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, and following up to ensure resolution.
  • Review audits or policies; verify accuracy and facilitate corrections, as needed, between client and carrier.
  • Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.
Requirements
  • Hold the insurance license required by your state.
  • Demonstrate strong customer focus and an excellent phone manner; display strong written and verbal communication skills as well as excellent math and reading skills to perform calculations.
  • Possess a sense of urgency, attention to detail, organization, multi-tasking, and follow-up skills, and the ability to handle difficult situations with customers and solve complex problems without direct supervision.
  • Have excellent time management skills with a personal accountability mindset as well as technology and computer proficiency, including agency management systems, rating tools, and carrier website navigation.
Preferred Qualifications
  • Have a minimum of two years of insurance account management experience as well as an Associates Degree or comparable work experience.
  • Demonstrate strong knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations to effectively manage, maintain, and write assigned clients and prospects.

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