Personal Lines Customer Service Representative

Summary / Objective

As an Account Manager on our Retention Team, you will be responsible for the retention of an existing Personal Lines Book of Business while identifying cross-sell opportunities for our Sales Team. Must be able to multitask, enjoy problem solving, strive to provide professional service and work well independently and as a team.

Essential Operations and Functions

• Exhibits Merrill Insurance Core Values each day – Humbly Confident, Find a Way, Leave a Legacy
• Act as a Subject Matter Expert in: Renewal Management, Retention and Remarketing, Endorsements including Cancellations, Carrier Knowledge and Placement, Carrier Inspection Processes and Underwriting Requirements, Claims
• Works as a key liaison between the Agency, Assigned Producer(s), and Carriers / Underwriters.
• Reviews renewal policies and offers for accuracy.
• Negotiates renewals with carriers.
• Manages renewals as assigned by maintaining renewal logs as far as 90 days in advance of renewal date according to set agency Renewal/Remarket workflows – including, but not limited to: Flagging, Reviewing, and Re-Marketing accounts that have experienced rate increases as appropriate; Communicating with Client ahead of re-marketing process to verify and/or update any life changes that may impact a policy; Utilizing rating tools in order to quote renewals/remarkets in a timely manner OR using other carrier quoting platforms/submitting applications if applicable; Presenting Renewal Quotes in a timely manner according to departmental standard via communication method chosen by the client at last contact (by phone, email, appointment in office, etc.); Generating applications, collecting signatures and payment, and binding with carrier when appropriate; Canceling prior policy according to cancellation workflows (if applicable); Identifies cross-sell opportunities during routine processing/servicing and refers to New Business Sales teammates when appropriate
• Maintain relationships with carrier representatives, staying abreast of new products, carrier procedural changes and market trends. Attend seminars, classes, and carrier meetings to keep abreast of new products available for clients, as opportunities occur.
• Communicates with clients and team in a professional and timely manner
• Reviews dashboards and completes tasks as assigned
• Answers phones and routes calls appropriately maintaining outlined customer service standards
• Maintains a clear and efficient desktop (physical and digital) – scanning in and attaching confidential client information as appropriate, working open cases/tasks in accordance with departmental standards, processing assigned documents, etc.
• Documents all material conversations, transactions, and policy changes in Agency Management System
• Assists with any other duties/tasks as assigned by leadership and teammates during overflow, vacations, lunches, and PTO as necessary
• Reports to office after natural disaster(s) to assist with claims when safe to do so

Competencies

• Excellent computer proficiency - Working knowledge of Microsoft Office (Word, Excel, Outlook, etc.) or similar products; Ability to learn and utilize all technology, systems and programs needed to perform the job at a high level and provide excellent customer service
• Demonstrate a high degree of emotional intelligence, self-discipline, motivation, organization, and time-management skills
• Strong respect for confidentiality and attention to detail
• Have excellent communication skills, both verbal and written
• Keep informed regarding industry information, new product information, legislation, coverages, and technology to continuously improve knowledge and performance
• Display positive, helpful attitude to help create a friendly and professional environment for clients and co-workers
• Maintain CE and participate in ongoing education