Client Relations Specialist

1 week ago

Fort Wayne, Indiana, United States Brotherhood Mutual Full time

Job Title: Customer Service Agent

Job Category: Sales

Requisition Number: CUSTO001344

Job Details

FLSA Status: Non-Exempt

Job Family: Customer Service

Department: Customer Service - Agency

Location: Fort Wayne, IN (Non-Remote)

Hours: 9:30 am to 6:00 pm

JOB SUMMARY

The Customer Service Agent serves as a crucial link between clients, the agency, and the organization, delivering exceptional customer service while addressing policy inquiries, modifications, and concerns with precision and efficiency. The role involves recognizing coverage requirements through the development of strong customer relationships and a thorough understanding of industry forms. Support is provided to the producer throughout the policy issuance process as outlined in the agency contract.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To excel in this role, an individual must effectively carry out each essential duty. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

  1. Review and analyze contracts, policies, and all policy change requests to ensure appropriate coverage.
  2. Collaborate and conduct research to accurately interpret, understand, and communicate policy forms from a company perspective to assess policy needs effectively.
  3. Within assigned authority, perform initial evaluations, classifications, and pricing of new and renewal policies. Follow up with agents and clients to gather information requested by internal and external underwriters, including necessary forms and supplemental applications.
  4. Work collaboratively to gather all required information to write new auto, workers compensation, student accident, flood, and other ancillary policies in compliance with state, agency, and company guidelines.
  5. Document all files accurately to ensure that other staff and agents can understand decisions made and actions taken.
  6. Apply department and company guidelines accurately in all work and agency communications.
  7. Prepare and submit quotes by collecting appropriate information for underwriter review.
  8. Develop a comprehensive understanding of Brotherhood Mutual's industry, corporate culture, and operational structure.
  9. Create and respond to all customer, company, and agent correspondence within established department guidelines.
  10. Complete all policy changes and endorsements promptly.
  11. Understand the company pricing structure and strategy to evaluate and negotiate premium increases with the underwriting department.
  12. Acquire, record, and maintain all essential policy and customer information according to established guidelines and document in appropriate systems.
  13. Maintain confidentiality of all information related to clients, customers, and employees, as appropriate.
  14. Complete other projects as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

The following requirements represent the knowledge, skills, and abilities necessary to perform each essential duty satisfactorily. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

  • Excellent interpersonal skills, including listening, evaluating, communicating (both orally and in writing), and determining appropriate follow-up.
  • Working knowledge of insurance coverages.
  • Ability to manage job stress and pressure to meet required deadlines.
  • Capacity to make independent decisions on routine or minor account matters.
  • Proficiency in using computers and business software applications.
  • Strong negotiation skills to diplomatically resolve challenging situations.
  • Comfortable working in a dynamic environment.
  • Procedural knowledge to respond to routine inquiries from clients.
  • Familiarity with Microsoft Office programs is required.
  • Ability to effectively interface with external contacts, Brotherhood employees, managers, and department staff members.

EDUCATION AND/OR EXPERIENCE

A high school diploma is required. Candidates must hold or be willing to obtain an Indiana P&C license and CISR + CIC designation. A minimum of two years of combined experience in customer service, insurance, or a related field is required. Advanced education in a related field is preferred. Previous agency experience is desirable.

Terms and Conditions

This description is intended to outline the general content of and requirements for the performance of this position. It should not be construed as an exhaustive statement of duties, responsibilities, or requirements. Brotherhood Mutual Insurance Company reserves the right to modify, interpret, or apply this position description in any way the company desires. This job description does not imply that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains at-will.

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