Insurance Agency Customer Service Representative

The Customer Account Manager for Personal and/or Commercial Lines of Insurance is responsible for managing and nurturing client relationships, ensuring the effective administration of insurance policies, and delivering exceptional service. This role involves overseeing client accounts, addressing complex inquiries, and working closely with clients to meet their insurance needs. 

Salary Range: $30,000.00 - $45,000.00 per year

Annual Base Salary Based on Experience

Health Insurance

401K

Do not need to have insurance agency or company experience but encouraged

Education and Experience: 

• Bachelor’s degree in business, finance, insurance, or a related field is preferred. Relevant certifications (e.g., CIC, CPCU) are a plus. 
• Minimum of three-five years of experience in insurance account management or a related customer service role, with a focus on personal and/or commercial lines of insurance. 

Knowledge, Skills, and Abilities: 

• Strong interpersonal and communication skills.  
• Proficiency in insurance management software, CRM systems, and Microsoft Office Suite. 
• In-depth understanding of personal and commercial insurance products, policies, and claims processes.  
• Familiarity with industry regulations and compliance requirements. 
• Highly organized with excellent problem-solving skills.  
• Ability to manage multiple client accounts and priorities effectively.  
• Demonstrates professionalism, empathy, and a client-focused approach. 

Minimum Physical Expectations: 

• Ability to sit for extended periods while working at a desk or computer. 
• Frequent use of a computer keyboard and mouse to enter data, manage documents, and communicate via email. 
• Requires good vision to read and interpret documents, view screens, and ensure accuracy in data entry. 
• Ability to hear and respond to telephone calls, client inquiries, and discussions in a typical office setting. 
• Frequent verbal communication with clients, colleagues, and supervisors, requiring clear and effective speaking skills. 
• Ability to hear and understand spoken information in English and respond clearly during phone calls and face-to-face interactions. 
• Occasional movement within the office to interact with team members, attend meetings, or access different work areas.  
• Handling office equipment such as printers, fax machines, and phones, which may involve minimal lifting or repositioning. 
• Ability to handle and carry files, documents, and office supplies, which may include lifting or carrying items up to 25 pounds. 

Minimum Environmental Expectations: 

• This position typically works in an office setting with standard business hours. May require occasional travel for client meetings or industry events. 

Client Account Management: 

• Serve as the primary point of contact for assigned client accounts, providing ongoing support and maintaining strong relationships. 
• Conduct regular reviews of client accounts to assess coverage adequacy and recommend adjustments or additional policies as needed. 
• Ensure timely and accurate processing of policy changes, renewals, and cancellations. 

Policy Administration: 

• Oversee the management of personal and/or commercial insurance policies, including endorsements, amendments, and claims. 
• Work with clients to gather necessary documentation and complete required paperwork for policy modifications. 
• Monitor policy performance and address any discrepancies or issues related to coverage, billing, or claims. 

Client Support and Service: 

• Address and resolve client inquiries and concerns related to their insurance policies, claims, or coverage options. 
• Provide expert advice and recommendations to clients on insurance products and services that align with their needs and objectives. 
• Handle complex or escalated issues with a focus on customer satisfaction and resolution. 

Sales and Cross-Selling: 

• Identify opportunities to cross-sell or upsell additional insurance products and services based on client needs and profiles. 
• Assist clients with obtaining quotes for new policies or upgrading existing coverage, ensuring they understand their options and the benefits of each. 

Claims Assistance: 

• Support clients through the claims process, including filing claims, tracking status, and liaising with adjusters or other parties involved. 
• Ensure that claims are handled efficiently and that clients receive appropriate updates and resolutions. 

Administrative Duties: 

• Maintain accurate and up-to-date records of client interactions, policy details, and transactions. 
• Prepare and deliver reports on account status, policy renewals, and other relevant metrics as required. 
• Ensure compliance with company policies, industry regulations, and best practices. 

Product and Industry Knowledge: 

• Stay informed about the latest developments in personal and commercial insurance products, market trends, and regulatory changes. 
• Continuously enhance knowledge of the company’s insurance offerings to provide clients with accurate and relevant information. 

Client Retention and Satisfaction: 

• Develop strategies to enhance client satisfaction and retention, including personalized service and proactive account management. 
• Conduct satisfaction surveys or feedback sessions to gauge client experience and identify areas for improvement.