Insurance Customer Service Representative
4 weeks ago
We are seeking a highly skilled and customer-focused Insurance Customer Service Representative to join our team at Whorton Insurance Services. As a key member of our team, you will be responsible for providing exceptional service to our clients, handling customer inquiries and concerns, and working closely with insurance carriers and colleagues to ensure seamless service delivery.
Key Responsibilities:
- Provide service to existing clients related to updating policies, providing quotes, taking payments, and answering questions.
- Answer customer calls and correspondence regarding new or existing insurance policies and service all claims.
- Work with new clients or support a producer in an effort 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 (AMS360).
- Collaborate with team members, mentor staff, provide expertise and answer questions, and participate in formal and informal meetings as needed.
Requirements:
- Hold the insurance license required by your state and have a minimum of two years of commercial lines insurance account management experience as well as a Bachelor's 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.
- 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.
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