Personal Lines Customer Service Representative

The Personal Lines Client Service Agent plays a key role in supporting clients' insurance needs, handling service tasks, and engaging in proactive marketing activities. The position is responsible for meeting the agency's sales, service, and quality standards, with duties focused on sales growth, client retention, and service excellence.

Primary Responsibilities and Duties:

Sales:

• Identify and analyze prospective clients' personal lines insurance needs.
• Recommend appropriate coverages and prepare quotes and proposals to secure new accounts.
• Actively encourage clients to increase or expand coverage at each service opportunity.
• Educate clients on coverage limits, document interactions, and advise on surplus coverage when necessary.
• Complete and submit insurance applications, ensuring timely follow-up with carriers for policy issuance.
• Seek client referrals to generate new business leads and refer potential clients to Life & Benefits and Commercial Lines departments for additional sales.

Client Retention:

• Review and update client coverage at each interaction, making recommendations to ensure optimal coverage.
• Process policy renewals, adjustments, and market changes as needed.
• Handle client requests for coverage changes and policy information updates.
• Use every service contact to educate clients on policy changes and potential additional coverage needs.
• Manage payments and direct-billed transactions, providing receipts and processing them appropriately.

Client Service:

• Create documents, correspondence, and insurance summaries using agency systems to meet client requests.
• Assist clients with claims submissions, facilitating quick responses and following up on claims status.
• Maintain organized electronic files and verify policy accuracy, recommending adjustments when necessary.
• Survey clients’ risk exposures, providing coverage recommendations during each service interaction.
• Respond promptly to mail requests and client inquiries and assist with scheduling client visits.

Administrative Duties:

• Review and act on direct-billed cancellation notices as needed.
• Implement agency credit and collection policies for personal lines clients.
• Personal and Organizational Development:
• Prioritize tasks to ensure timely and accurate transaction processing.
• Stay informed on industry trends, new products, and technological updates.
• Foster positive interactions with colleagues and clients, contributing to a collaborative agency environment.
• Maintain technical resources and manuals to support efficient client service.

Knowledge, Skills, and Abilities:

• Proficient in computer skills, including typing and data entry.
• Effective communication and interpersonal skills, with a friendly and outgoing demeanor.
• Ability to follow detailed instructions and manage multiple tasks simultaneously.
• Strong organizational skills and attention to detail.
• Ability to add, subtract, multiply, and divide basic numbers and perform simple calculations.
• Experience in handling filing, sorting, and mailing tasks.

Education:

College education or equivalent insurance experience.

Physical Requirements:

• Must be able to perform 80% sedentary work, with occasional lifting of up to 20 pounds.
• Occasional reaching, standing, and stooping may be required.
• Visual and auditory ability to process and communicate detailed information effectively.

Working Conditions:

• Fast-paced, high-pressure environment with frequent telephone and in person interruptions.
• Must be able to manage multiple steps in complex tasks with accuracy and speed.
• This position works onsite, in the office, 5 days per week, Monday – Friday.