What are the responsibilities and job description for the P&C Insurance Customer Service Representative position at Korhorn Financial Group, Inc.?
Position Mission Statement
To fulfill KFG's mission of educating, advising and serving with character and integrity by providing timely, considerate and professional service insurance clients. To build trust with insurance clients and team members and add referable value in KFG's relationship with insurance clients.
Required Skills and Abilities
Returns client telephone calls and emails same or next business day based on time of incoming call
Processes all claims submissions, same business day
Processes time-sensitive policy changes same business-day
Offers quotes for adding vehicles or making policy changes within 1 week unless time sensitive
Provides paperwork to banks / lenders for file documentation within 1 week unless time sensitive
Meets with Premier Clients requesting in-person review 15-30 days prior to renewal
Maintains book retention of 92%.
Maximizes opportunities to multiply, deepen or expand trust with clients or prospects
Perform other duties as required
Service
Answers policy change questions, quotes potential changes for customers and processes changes. Ensures accuracy and processing of changes by companies
Answers coverage-related questions for clients
Provides coverage documentation for clients, banks or other lenders as needed
Resolves advance billing questions
Performs policy reviews in person, via telephone or via the review questionnaire to ensure no material changes have taken place impacting agency coverage recommendations
Retention
Reviews upcoming client renewals based upon our guideline of 15% or $150 increase in premium
Communicates with clients regarding outcome of re-marketing efforts and educates client on carrier longevity benefits to equip them to make an informed decision
Issues rewritten policies, cancels prior coverage and ensures accurate processing of related items with carrier. Reviews, processes and indexes all forms, documents and photos required to comply with carrier requirements for audit purposes. Utilizes Processor to handle any administrative tasks that do not require licensure
Client retention goal of 92%
Claims
Accepts claim inquiries from clients. Advises client based upon pertinent information such as other parties involved, injuries sustained, damage incurred and deductibles.
Informs client of claim surcharges
Files and documents claims with carriers and in agency management system
Communicates with company adjusters, and third parties (body shops etc.) as needed acting as a liaison in the event of poor communication between client and adjuster
Educates client on how to receive fair claim payment by utilizing tools such as Kelly Blue Book, NADA or local market values
In the event of an emergency situation, offers additional assistance such as scheduling disaster restoration services or other mitigation to minimize potential loss
Required Skills and Abilities
Working knowledge of Microsoft Office including Word, Excel, Outlook, CRM Software, and QuickBooks.
Ability to professionally educate clients about insurance coverages and offer solutions to potential coverage problems.
Ability to maximize carrier / agency relationships by developing and sustaining underwriter relationships.
Must have a desire to pursue professional development.
Desire to continue learning about industry and carrier changes which could impact client policies and communicate those to insurance team.
Ability to manage a $500,000-$1,500,000 client premium volume.
Must also be able to multi-task and be detail oriented.
Strong written and verbal communication skills.
Above average typing skills (60 words per minute).
Above average math skills and analytical abilities.
Must be well organized with time, resources, physical office space, and client documents / information, and be able to manage a large workload.
Must be intrinsically motivated and able to work individually with little direction.
Must be a team player and able to collaborate with team members and financial professionals from other firms.
Comfortable interacting with clients via telephone, email, video conferencing, or face-to-face.
History of prudent management in personal finances.
Must be coachable, goal oriented, grasp concepts quickly, able to work in a fast-paced environment, embrace change, and have a strong desire to learn and grow in the financial services industry.
Education and Experience
Bachelor's degree preferred
Property & Casualty license i- must be able to acquire within 30 days of hire
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
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