Personal & Commercial Lines Customer Service Representative

Personal & Commercial Lines Customer Service Representative

The Personal & Commercial Lines CSR is responsible for maintaining solid customer relationships by handling personal and commercial lines insurance coverage inquiries and concerns with speed and professionalism through daily interaction with customers, insurance carriers, and fellow employees while conducting specific service and marketing activities.

Responsibilities

• Answer customer calls and correspondence regarding new or existing insurance policies and service all claims.
• Work with prospects to pre-qualify and understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
• Set appointments and / or client calls to review existing policies, revise liability limits, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
• Confer with customers to provide detailed information about products and services, quote new business, process renewals and / or cancel accounts, take payments, and provide requested documentation.
• Actively solicit increases in coverage or rounding out accounts at every service contact.
• Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, following up to ensure resolution.
• Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.
• Review audits or policies; verify accuracy and facilitate corrections, as needed, between client and carrier.
• Keep informed regarding industry information, new product information, legislation, coverages and technology to continuously improve knowledge and performance as well as collaboration with team members, mentor staff, and participate in meetings as needed.

Qualifications

Benefits / Perks