Personal Lines CSR

Personal Lines CSR

Since our founding in 1901, we have proudly grown into a trusted leader in delivering high-quality insurance protection for thousands of individuals and families across our region. Our enduring commitment to excellence in both coverage and personal service sets us apart in the industry. At the heart of our success is a simple belief : our clients deserve the very best. This dedication to quality and care continues to drive more people every day to experience the unique value and peace of mind that only our company can provide.

About the Role

The Personal Lines Customer Service Representative is crucial to our success, serving as the primary point of contact for our valued personal lines clients. You will be responsible for delivering exceptional service, providing knowledgeable guidance, and ensuring a seamless and positive client experience. This role is essential for maintaining our high standards of client retention and satisfaction.

This candidate brings a strong background in customer service with a proven ability to build lasting relationships and deliver a positive client experience. They have hands-on experience working in fast-paced office environments, supporting personal lines insurance clients with policy changes, billing inquiries, and coverage questions. Known for their professionalism and empathy, they excel at explaining insurance terms in clear, easy-to-understand language and guiding customers through processes with patience and accuracy. Detail-oriented and organized, they are adept at handling multiple priorities, maintaining accurate records, and collaborating closely with agents and underwriters to meet client needs. Their commitment to service excellence and proactive communication makes them a valuable asset to any agency team.

Key Responsibilities

Provide timely and professional assistance to clients regarding their insurance policies, including coverage questions, billing inquiries, and policy changes.

Process new business applications, renewals, policy endorsements, and cancellations with accuracy and efficiency.

Proactively identify client needs and advise on appropriate coverage options and potential policy enhancements.

Maintain accurate client and policy information within the agency management system.

Assist in the claims process by guiding clients and collaborating with insurance carriers to ensure a fair and timely resolution.

Skills, Knowledge and Expertise

Education : High school diploma or GED required.

Experience : 2 to 3 years of experience in a customer service role, preferably within the insurance industry.

Licensing : A Property & Casualty (P&C) license is strongly preferred.

Demonstrated passion for providing exceptional client service.

Excellent verbal and written communication skills, with the ability to explain complex information clearly.

Strong organizational skills and a high degree of accuracy and attention to detail.

Proficiency with standard office software (Microsoft, Google Suite).

Experience with an agency management system is a plus.

Core Competencies

Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

Interpersonal Savvy - Relating openly and comfortably with diverse groups of people.

Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Ensures Accountability - Holding self and others accountable to meet commitments.