Customer Service Representative

2 weeks ago

Denton, North Carolina, United States Breeden Insurance Services, Inc. Full time
Job Overview
Benefits:
  • 401(k) matching
  • Health insurance
  • Paid time off
  • Training & development
Position Summary: The role involves assisting clients with inquiries, claims, and managing existing policies. Collaborates with the Personal Lines Account Manager to deliver exceptional customer service for both new and existing clientele.

Key Responsibilities:
  • Responds to phone inquiries promptly and professionally; ensures all calls are returned within one business day.
  • Processes endorsement changes to policies received directly from clients and front desk; ensures all modifications are recorded in the agency management system without delay.
  • Handles daily processing of insurance documentation (DL123, FS1s, inspection letters, physical damage replacement quotes, ID cards).
  • Accepts and processes payments from clients efficiently.
  • Collects necessary information and risk management suggestions; completes renewal applications for designated accounts within the required timeframe.
  • Manages requests for information from clients and insurance carriers.
Additional Responsibilities:
Reports loss information to the relevant insurance carrier on the same day it is received; forwards legal documents to the appropriate personnel within the organization; aids in claims resolution.
Records pertinent information, obtains quotes, selects carriers, and writes new business when the Personal Lines Manager is unavailable.
Consults with management to assess the feasibility of writing non-standard policies within the standard program.
Delivers renewals and/or binders for assigned accounts within five days of receipt.
Balances and prepares check listings for bank deposits (if part of the balancing team).
Issues policies for both new and renewal clients.
Barcodes and scans personal lines documentation.
Processes incoming mail daily.
Refers and cross-sells to clients; maintains existing relationships and resolves customer complaints or concerns.
Actively seeks opportunities to increase limits and/or coverages or round out accounts through sales during every service interaction.
Documents all communications with insured parties and/or carriers regarding exposures and coverage.
Utilizes Epic for documenting emails and other communications.
Checks voicemail and returns all calls within the same business day.
Reviews pending tasks and open activities.
Sets up new clients in Epic.
Maintains a comprehensive understanding of all company procedures.
Stays informed about all rating products and assists the Account Manager as necessary.
Assists with the morning opening and evening closing of the office.
Processes assigned paperwork on the same day it is requested.
Performs other duties as assigned.

Experience Requirements: A minimum of one year of experience in a fast-paced, customer-focused insurance environment.

Educational Qualifications: High School Diploma or GED.

Skills and Qualifications:
Property and Casualty Insurance License is required.
Proficient in computer applications, including Microsoft Office.
Strong interpersonal and creative problem-solving abilities.
Self-motivated with excellent verbal and written communication skills.
Experience with the Applied Epic system is preferred.
Current insurance designations are an advantage.

Physical Requirements and Work Environment:
The physical demands outlined here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to fulfill these functions.

While executing the responsibilities of this role, the employee is frequently required to stand, sit, communicate, listen, and use hands and fingers to operate a computer and telephone keyboard.
Specific vision abilities required for this position include close vision due to computer work.
Light to moderate lifting may be necessary.
Regular and predictable attendance is essential.
Moderate noise levels are typical in a business office setting.
Ability to work in a confined space.
Ability to remain seated at a desk for extended periods.

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