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Insurance Client Relations Specialist
2 months ago
The Customer Service Representative at Herndon Family Agency - Farm Bureau Insurance Agency plays a crucial role in fostering strong client relationships by addressing inquiries and concerns with efficiency and professionalism. This position involves daily interactions with clients, insurance providers, and team members.
Key Responsibilities
- Assist current clients with policy updates, provide quotes, process payments, respond to inquiries, and supply necessary documentation.
- Handle incoming calls and correspondence regarding both new and existing insurance policies and claims.
- Engage with prospective clients or support a producer to assess their needs, gather essential information, explore policy options, present choices, finalize agreements, and negotiate with insurance carriers as required.
- Schedule appointments or client discussions to review existing policies, assess liability limits and exposures, identify additional coverage needs, evaluate replacement costs, and manage renewals.
- Address product or service concerns by clarifying the issue, identifying the root cause, selecting the most effective solution, expediting corrections, and following up to ensure resolution.
- Review audits or policies for accuracy and facilitate necessary corrections between clients and carriers.
- Maintain detailed records of customer interactions and transactions, documenting inquiries, comments, and actions taken in the agency management system.
- Collaborate with colleagues, mentor junior staff, provide expertise, and participate in meetings as necessary.
Qualifications
- Possess the required insurance license for Michigan and have at least two years of experience in commercial lines insurance account management or hold a Bachelor's Degree with comparable experience.
- Exhibit strong knowledge of insurance products, rating and underwriting procedures, coverages, and industry operations to effectively manage assigned clients and prospects.
- Demonstrate a strong customer-centric approach and excellent phone etiquette; possess strong written and verbal communication skills along with proficient math and reading abilities.
- Exhibit a sense of urgency, attention to detail, organizational skills, and the ability to manage multiple tasks while resolving complex customer issues independently.
- Possess strong time management skills, a personal accountability mindset, and proficiency in technology, including agency management systems and carrier website navigation.
