Customer Service Representative

JOB SUMMARY

The primary purpose of this position is to handle the day-to-day customer service activities associated with handling MidCountry Insurance Personal and Commercial Lines customers. Assists insurance agents with sales activities.

JOB RESPONSIBILITIES

1. Assist in Personal Lines accounts sales and retention

• Understand personal lines product offerings and what insurance companies to leverage for each offering
• Assist producers with sales
• Leveraging systems, research and obtain auto, home, health insurance, and some small commercial insurance quote comparisons to get the best rate and/or coverage. Fine-tune quote on the insurance company’s website
• Communicate quotes and other information to the insurance producers and customers, as directed by the insurance producer.
• Keep current with company eligibility requirements for personal lines
• Assist producers with administrative duties and special projects.

2. Assist in Commercial accounts sales and retention

• At a high level, understand commercial lines product offerings
• Assist manager and insurance agents with sales and service

3. Monitor Policy Changes for Personal and Commercial Line

• Compare new or updated policies with current coverage shown on our policy. Update management system and customer and/or department information accordingly.
• Compare policy changes to what was requested to ensure change was done correctly
• When the customers copy of the policy is received, create a letter to go with the policy. Ensure letter is properly addressed and signed.

4. Daily Customer Service

• Answer phone and respond to emails. Greet walk-in customers.
• Answer customer, insurance agents and/or insurance company questions. If necessary, complete the research necessary and respond accordingly and/or get the right people involved to solve the question at hand.
• Process changes to our insured's policies upon request
• Issue certificates, binders and/or ID cards when requested.
• Open and distribute mail
• Prepares renew letter and mail out to customers on an annual basis.
• Assists clients with reporting claims
• Works to ensure the agency is proactive regarding retaining accounts; following up on cancellations by sending reminder communications (letters, emails, phone calls) for late payments and do what we can if an account is cancelled for any other reason
• Actively solicits additional lines of coverage for current accounts when the opportunity arises
• Maintain a courteous and effective relationship with clients, co-workers, carriers and other business contacts.
• Continuously look for better ways to service our customer, improve our internal process and process with our insurance companies.
• Provides other department support including working with manager to retain business from departing insurance staff and/or assist in onboarding new team members.

JOB REQUIREMENTS

Education-

• Required Level 1: High School Degree or equivalent

Experience-

• Level 1: 1-2 years of customer service or related experience

MidCountry Insurance is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sexual orientation, marital status, national origin, disability or handicap, veterans status, genetic information or gender identity. MidCountry Insurance is an EEO/AA Employer.