Licensed Insurance Customer Support Specialist

3 days ago


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

The Licensed Customer Service Representative plays a crucial role 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 criteria, policies, and promotional strategies to manage customer accounts efficiently. Furthermore, the representative will evaluate, clarify, and resolve questions pertaining to policies and accounts. This role not only focuses on customer retention but also contributes to agency growth through the cross-selling of various insurance products, thereby fostering greater retention and generating new business opportunities.

Key Responsibilities:
  • Maintain licensure in Property & Casualty or Personal Lines.
  • Confirm all customer contact details during interactions.
  • Assess customer needs and expectations to recommend suitable products and solutions.
  • Review renewal accounts and determine necessary follow-up actions based on changes, process straightforward policy modifications, and issue certificates of insurance as required.
  • Allocate time for cross-selling and upselling products to current clients.
  • Document customer interactions and transactions, detailing inquiries, complaints, and resolutions.
  • Assist in the annual review process by reaching out to clients and preparing tailored coverage recommendations based on their requirements. Collaborate with the Agent and Producer to schedule 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.
  • Perform general customer service tasks, process payments, handle incoming calls, and respond to basic inquiries such as billing and coverage.
  • Send follow-up thank-you messages for new business.
  • Execute additional duties as assigned.
Essential Competencies:
  • Results-Oriented: Capable of achieving individual performance metrics and objectives.
  • Multi-tasking: Proficient in managing multiple priorities simultaneously.
  • Detail-Oriented: Ensure accurate and comprehensive records of all customer interactions.
  • Product Knowledge: Familiarity with basic product offerings, billing, underwriting, and processing guidelines.
  • Collaborative: Open to feedback and able to work effectively with others.
  • Problem-Solving: Skilled in researching and identifying timely solutions to customer-related challenges.
Work Environment:

The required duties are typically performed in a climate-controlled office setting.

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

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

Expected Work Hours: 40 hours per week

Benefits:
  • Paid time off.
Shift:
  • 8-hour shift.
  • Day shift.


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