Customer Service Representative

Customer Service Representative

Purpose :

A Customer Service Representative performs higher level office support duties and provides specialized program support for the Sales Department. Customer Service Representatives work directly with the sales agents to provide service to clients' changing insurance needs by selling and servicing various policy types such as auto insurance, homeowner's insurance, commercial insurance, life insurance, health, and disability insurance. Customer Service Representatives explain policies, guide customers in the selection process, and maintain each client's insurance records. They identify client insurance needs, make recommendations, and bring clients to closure with the establishment of identified insurance products for new and existing client relationships. Perfect opportunity to continue your insurance sales career or begin the journey into the industry.

Duties And Responsibilities :

• Provide introductory information to new and existing clients.
• Determining the quickest, most effective way to answer a client's questions.
• Working directly with Sales agents to find appropriate care and solutions for clients.
• Prospecting, generating new business, retaining book-of-business, cross-selling, and customer service (40 outbound calls a day, 20 outbound texts a day, 20 outbound emails a day).
• Help the agency achieve long-term success by following the agency's guidelines and operational processes.
• Determine client's needs by quoting and explaining coverage options that meet their immediate and long-term goals.
• Obtain underwriting approval by completing an application for coverage.
• Complete coverage by delivering the policy; planning future follow-up visits, and evaluations of needs.
• Provide continuing service to customers by thoroughly completing service requests, customer policy reviews, and courtesy follow-up calls.
• Process all quotes / insurance applications.
• Promote all types of new insurance contracts or suggest additions / changes to existing ones.
• Evaluate business or individual customer's needs and propose protection plans that meet their criteria.
• Work with clients to deliver risk management strategies that fit their risk.
• Monitor insurance claims to ensure mutual satisfaction.
• Constantly update job knowledge and learn about new products and services.
• Fulfill all policy requirements.
• Provide prompt, accurate, and friendly customer service. Service can include responding to inquiries regarding insurance availability, eligibility, coverages, policy changes, transfers, claim submissions, and billing clarification.
• Use a customer-focused, needs-based review process to educate customers about insurance options.