Insurance Customer Service

Key Responsibilities:

• Client Account Management: Provide exceptional customer service by managing personal insurance accounts and responding promptly to client inquiries via phone, email, or in-person. Maintain relationships with clients and ensure their insurance needs are met.
• Policy Servicing: Assist with policy changes, endorsements, cancellations, and renewals. Ensure policies are updated accurately and in a timely manner.
• Quote Preparation: Assist producers in obtaining quotes, preparing proposals, and presenting coverage options to clients.
• Documentation & Compliance: Ensure all client records, documentation, and transactions are accurately recorded and comply with regulatory requirements and internal procedures.
• Premium Processing: Help with billing inquiries and premium collections. Ensure all premium payments are processed and any discrepancies are resolved quickly.
• Renewals & Retention: Assist in the renewal process, including gathering information, processing renewals, and ensuring timely follow-up with clients to maximize retention.
• Problem Resolution: Address and resolve customer service issues efficiently, ensuring client satisfaction while maintaining professionalism.
• Collaboration: Work closely with other team members to ensure clients’ needs are met and accounts are properly managed.
• Cross-Selling: Identify potential opportunities to cross-sell or up-sell additional personal insurance products to existing clients.
• Claims Support: Serve as a liaison between clients and insurance carriers for claims-related inquiries. Assist clients through the claims process, ensuring they understand their coverage and help resolve any issues that may arise.

Qualifications:

• Experience: A minimum of 2 years of experience in personal lines insurance, with an emphasis on customer service or account management.
• Knowledge: Basic understanding of personal insurance products, including auto, homeowners, boat and personal umbrella.
• Customer Service Skills: Strong communication and interpersonal skills, with the ability to build and maintain positive relationships with clients and internal teams.
• Attention to Detail: Highly organized with the ability to manage multiple accounts, track policy details, and ensure accuracy in all aspects of account servicing.
• Problem Solving: Ability to identify and resolve customer issues promptly, with a focus on providing solutions that meet client needs.
• Technology Proficiency: Familiarity with insurance software, agency management systems, and Microsoft Office Suite (Word & Outlook).
• Insurance License: Active Property & Casualty Insurance license (or willingness to obtain if required by state/province regulations).

Preferred Skills:

• Certifications: Additional insurance-related certifications, such as CISR (Certified Insurance Service Representative) or similar, are a plus.
• Experience: Experience working with a variety of personal clients.
• Time Management: Ability to handle multiple tasks and deadlines while maintaining high levels of accuracy.