Insurance Customer Service Representative (Entry Level)

Account Technician (Entry Level CSR)

Mission of the Account Technician:

Account Technicians are our entry-level role at the insurance agency and their mission is: To serve the customer base so extraordinarily that clients tell their friends and family about the agency. By using rapport building and excellent communication skills, this role will work to solve clients’ problems effectively and efficiently. This includes being the first line of defense on all service items and only passing on the more complex ones that require assistance from an Account Manager.

Account Techs are the backbone of the Agency and should proactively work to relentlessly support the Account Managers, Sales, and Leadership teams. They are critical to helping free up time for the team to focus on more complex accounts, risk management, prospecting, and Agency work.

Primary Assignment: The primary role of an Account Tech is to provide support to our clients & Agency team for basic service requests and insurance advice.

• Be the first to answer all phone calls and diligently screen the calls.
• Basic Endorsement and Policy Change Processing. Handle any service tasks possible to defend the account management team.
• Proactively work with account managers to take work from their desks that can be handled within your role.
• Billing/Payment Processing and questions. (where to pay, who to pay, what to pay) and pass any higher-level questions to the account manager
• Call late pays per cancellation pipeline process
• Relentlessly work to update contact information on each and every call
• Update in AMS360 and Carrier sites where needed.
• Evidence of Insurance & Mortgagee Requests
• Handle daily download processing first thing in the morning
• Quickly send Auto ID cards
• Assist in the remarketing process where possible by entering data into PL Rater.
• Claim Submissions
• Process Mail and Inbound fax requests

What does winning look like:

• Positive attitude in the office with team members, clients, and insurance carriers at all times.
• Actively seeks out and looks for ways to make the Agency shine to its customers, partners, and team members.
• Making service work looks and feel seamless for our customers across the agency.
• Getting back to clients on owned service requests as quickly as possible. Ideally, no longer than 24 hours. Providing status updates or communicating an expected completion timeframe within that window if not possible.
• Clearly and effectively communicate to the clients to manage expectations both via the phone and email.
• Completing all owned and due service tickets and suspense within the week by 3pm Friday afternoon.
• Providing frontline defense of Account managers and Account Executive time so they can complete their primary role assignments.
• Provide friendly & warm and knowledgeable service to our existing clients when possible not being afraid to ask for time to research questions and follow up with answers as needed.
• Providing backup support where needed across the Agency.
• Participating in and embracing training and CE opportunities.
• Proactively works to develop knowledge and skills to progress to an Account Manager role.

Principles:

• Address difficult issues professionally and quickly
• Listen to learn and strengthen the agency
• Be relentlessly positive with the team and see their potential when they cannot
• Outlast the suck of adopting change
• Be driven to achieve the agency’s goals

Critical Competencies:

Efficiency - Able to produce significant output with minimal wasted effort.

Honesty/Integrity - Does not cut corners unethically. Earns trust and maintains confidence. Does what is right, not just what is easy.

Intelligence - Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.

Flexibility/Adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.

Calm Under Pressure - Maintains stable performance when under heavy pressure or stress.

Enthusiasm - Exhibits passion and excitement over work. Has a can do attitude.

Work Ethic - Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.

High Standards - Expects personal performance and team performance to be nothing short of the best.

Openness to Criticism and Ideas - Often solicits feedback and reacts calmly to criticism or negative feedback.

Listening Skills - Lets others speak and seeks to understand their viewpoints.

Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.

Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.

Organized & Planning - Plans, organizes and schedules in a productive manner. Focuses on key priorities.

Follow-Through - Lives up to verbal and written agreements, regardless of personal costs.

Persistence - Demonstrates tenacity and willingness to go the distance to get something done.

Proactivity - Acts without being told what to do. Brings new ideas to the company.

Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.

Persuasion - Able to convince others to pursue a course of action.

Feedback:

● Every 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve and the objectives outlined in your job description.

● Each year you will receive a formal review.

Job Type: Full-time

Pay: $47,500.00 - $52,500.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance

Shift:

• Day shift

Application Question(s):

• Are you able to obtain a property casualty insurance license if you do not have one?
• Are you comfortable answering phones and working with customers directly?

Ability to Relocate:

• South Hero, VT 05486: Relocate before starting work (Required)

Work Location: In person

Salary : $47,500 - $52,500