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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 customer connections 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 related to new or existing insurance policies and claims.
- Engage with potential clients or support a producer to identify their needs, gather relevant information, explore policy options, present choices, finalize agreements, and manage cancellations and negotiations with carriers as needed.
- Schedule appointments or client calls, or assist a producer in reviewing current policies, assessing liability limits and exposures, discussing additional coverage needs, evaluating replacement costs, and managing renewals.
- Address product or service concerns by clarifying the customer's issue, identifying the root cause, selecting and explaining the most effective solution, expediting corrections, and following up to ensure satisfaction.
- 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 staff, provide expertise, and participate in meetings as required.
Qualifications
- Possess the insurance license mandated by Michigan and have at least two years of experience in commercial lines insurance account management, or hold a Bachelor's Degree with relevant work experience.
- Exhibit a strong understanding of insurance products, rating and underwriting procedures, coverages, and industry operations to effectively manage and write 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 for calculations.
- Exhibit a sense of urgency, attention to detail, organizational skills, the ability to multitask, and effective follow-up capabilities, along with the capacity to manage challenging situations and solve complex problems independently.
- Possess exceptional time management skills, a personal accountability mindset, and proficiency in technology and computer systems, including agency management systems and carrier website navigation.
