What are the responsibilities and job description for the Personal Lines Customer Service Representative position at Midwest Heritage?
Additional Considerations (if any):
At Midwest Heritage, the core of our culture is taking care of the customer and taking care of each other. Our employees appreciate that their contributions make a direct impact on the success of our business as well as their own personal and professional growth.
Midwest Heritage
Job Title: PC Personal Lines Customer Service Representative
Department: Insurance
FLSA: Non-Exempt
General Function
Provide first class customer service over the phone, in writing, or in person to Midwest Heritage Insurance Services customers and internal Midwest Heritage staff.
Core Competencies
- Customers Service
- In-House Relationship Management
- Administration
Reporting Relations
Accountable and Reports to: Client Service Manager
Positions that Report to you: None
Primary Duties and Responsibilities:
- Manages inbound email, phone calls, and walk-in customer service requests
- Provides sales support service to assist Producers and account managers in finalizing new & renewal business policy processing
- Ensures prompt and accurate service and processing of policy changes, claims, billing inquiries, and policy cancellations
- Demonstrates a positive, friendly, and professional attitude
- Keeps the Producer, account manager, and client services manager fully informed of all important activities, including potential problems
- Prepares and sends letters on behalf of internal staff; underwriting follow up letters, new business solicitation letters, renewal letters, etc.
- Depending on business needs, employee may be asked to quote new, renewal, and re-write policies
- Cross-sell Midwest Heritage banking, investments, and additional insurance products
- Employee may be asked to support personal lines, commercial lines, and/or farm insurance customers depending on business need
- Demonstrates a positive, friendly, and professional attitude
- Demonstrates a willingness and desire to work in a team atmosphere and assist others when needed
- Reports to work when scheduled and on time
- Effectively manages workload to ensure efficiency and proficiency of tasks
- Effectively manages follow up activities and completes proficient documentation on all client contacts
- Properly uses agency management systems and carrier systems
- Maintains current Producer’s license, certifications, and CE requirements for each renewal period
- Attends scheduled agency and insurance carrier meetings
Secondary Duties and Responsibilities:
- Performs other job-related duties and special projects as requested
Knowledge, Skills, Abilities, and Worker Characteristics:
- Must have a friendly, positive attitude and present themselves in a professional manner
- Strong written and verbal communication skills and the ability to approach people
- Self-motivation, strong work ethic and the ability to build personal relationships with insurance company
- Must possess good customer service spirit to help customers in a timely and proficient manner
- Excellent organizational skills, attention to detail, high level of accuracy, and follow-up skills
- Must be able to maintain a high degree of confidentiality
- Must have proficiency of PC with Microsoft Word, Excel, Access, Outlook and good data entry skills
- Must have the ability to analyze and understand coverages, forms, underwriting practices and policies
Education and Experience:
- High School diploma or equivalent
- Minimum of 1 year of customer service experience required
- One year of Property & Casualty insurance experience preferred but not required
- Must have the required insurance licensing or willing to obtain within 30 days or 5 test attempts (whichever comes first)
Physical Requirements:
- This position is classified sedentary/light and requires the ability to sit for long periods of time.
- Visual requirements include: ability to see detail at near range with or without correction.
- Must be able to perform the following physical activities: sitting for long periods, talking (in person and by telephone), hearing and repetitive motions.
Working Conditions:
- The duties of this position are normally performed in a general office setting. This is a fast paced work environment.
- There is frequent pressure to meet deadlines and handle multiple projects in a day.
Equipment Used to Perform Job:
Computer (PC with Microsoft Office programs), telephone, calculator, copier, fax, and printer.
Contacts:
This position works with Midwest Heritage employees, bank customers, Hy-Vee employees, vendors and outside agents doing direct business with Midwest Heritage.
Confidentiality:
This position has the responsibility to protect the privacy and confidentiality of customers, employees and bank/insurance/financial information at all times.
