The Personal Lines Customer Service Agent performs the essential functions of the position, which include supporting the service needs of clients. Specific service responsibilities are assigned. Marketing activity is required in this position. Meets sales, service, and quality standards adopted by the agency.
High-pressured, fast-paced environment with significant telephone and personal disruption. Large number of multiple steps in complex system performed with accuracy and speed is essential to the successful completion of tasks.
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; use hands or fingers to, handle or feel objects, tools or controls, reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus.
Pre-qualifies, analyzes prospects' personal lines coverage needs. Recommends coverages and prepares rating quotes and proposals to sell new accounts. Actively solicits increases in coverage or rounding out accounts through sales to clients at every service contact. Recommends excess and surplus coverages as needed to meet client insurance needs. Educates clients as to coverage limitation and documents on the system. Completes applications for insurance and has insured sign them. Submits to eligible and appropriate carriers and follows up to ensure timely receipt of policies or quotations. Actively seeks referrals from current client base to solicit for new business prospects; follows up to generate new business using prospect data base and system. Actively refers clients to Life & Benefits and Commercial Lines Department for solicitation of new business.
At each service contract, reviews current client coverages and recommends changes in coverage and in markets as needed to ensure high quality coverage. Processes renewals and re-markets as needed. Assists clients with making coverage changes and completes all service requests for clients. Informs clients of policy changes, exclusions of coverage and insurance coverage needs. Explains coverages and exclusions to clients. Uses every service contact as opportunity to review and market appropriate coverage. Handles direct-billed (walk-in) payments. Verifies coverage status processes as appropriate. Provides receipt or directs receptionist to handle. Generates documents and produces correspondence to satisfy client service requests or to provide automated information as needed by client. Prepares summaries of insurance, schedules and proposals using computerized system. Assists clients in submitting first reports of claims. Obtains adjusters or visits from agency staff, facilitates prompt response from company staff and follows up on claims status to keep insureds informed and to work toward settlement of claims. Maintains orderly electronic files and information following agency standards. Verifies accuracy and coverage adequacy of policies. Requests changes to correct errors and follow ups. Surveys insureds' loss exposures and recommends coverage at every service opportunity. Processes incoming mail requests and responds promptly and appropriately. Works with manager to schedule and plan visits to clients. Verifies accuracy of all direct bill cancellation notices and takes appropriate action. Implements agency credit and collection policy in regard to agency-billed personal lines clients.
Personal and Organizational Development
Sets priorities and manages workflow to ensure efficient, timely and accurate processing of transactions and other responsibilities. Keeps informed regarding industry information, new product information, coverages and technology to continuously improve knowledge and stay current. Interacts with others effectively by utilizing good communication skills; cooperates positively and provides information and guidance as needed to contribute to the business efforts of the agency. Maintains and updates technical manuals and understands its use to perform technical tasks and expedite customer service requests. Performs other miscellaneous duties as assigned by agency management.
College education or equivalent insurance experience. Ability to communicate orally and in writing with others to explain complex issues, receive and interpret complex information and respond appropriately. Ability to understand written and oral communication and interpret abstract information. Property and Casualty license. Full knowledge of insurance products and usages. Adequate knowledge of rating procedures, coverages, and industry operations to effectively manage, maintain and underwrite assigned client and prospect lists. Full knowledge of insurance markets and reference to markets. Ability to add, subtract, multiply and divide whole numbers and to accurately perform simple calculations involving decimals and fractions. Ability to utilize computer programs and understand functionality.