Client Service Representative

JOB SUMMARY:

The Client Service Representative is responsible for the day-to-day success of client relations and processes. This position assists with claims, policy changes, and billing issues. The Client Service Representative is responsible for preparing and sending documents to customers and mortgage companies. This position interacts with clients, provides responses to client inquiries, handles overall service of existing accounts, and resolves any challenges. The Client Service Representative supports the sales team by assisting with various administrative tasks. This position reports to the Company President and provides excellent customer service to internal and external clients while demonstrating the company values and supporting the mission.

JOB DUTIES AND RESPONSIBILITIES:

• Responsible for the day-to-day success of client relations and processes
• Assist with claims, policy changes, and billing issues
• Responsible for preparing and sending documents to customers and mortgage companies
• Maintain and nurture client relationships
• Provide outstanding customer service to clients by promptly responding to inquiries through various channels, including phone, email, and text
• Support client onboarding and retention to ensure a positive customer experience
• Interact with clients, provide responses to inquiries, handle overall service of existing accounts, and resolve any challenges
• Contact clients at time of renewal to ensure established client retention rates are consistently achieved
• Support the sales team by assisting with various administrative tasks
• Utilize Rating and CRM System to efficiently manage client interactions, policy quotes, and documentation
• Actively promote and sell insurance products to existing and prospective clients, utilizing persuasive and consultative sales techniques
• Meet or exceed individual sales targets and key performance indicators (KPIs) on a consistent basis
• Perform other duties as assigned

REQUIRED QUALIFICATIONS:

• High School diploma or equivalent. Bachelor’s degree preferred.
• 3 years of property and casualty insurance experience
• Property and Casualty License preferred
• Experience using CRM
• Proficient in Microsoft Office Suite
• Competent with product knowledge and able to communicate insurance policy details, terms, and coverage recommendations to clients
• Strong customer satisfaction and organizational skills
• Able to maintain a pleasant and professional attitude with team members and all visitors
• Able to be flexible and calm during high visitor traffic
• Ability to work on multiple projects simultaneously while accomplishing daily tasks
• Effective oral and written communication skills and excellent interpersonal skills
• Attention to detail, critical thinker and problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Ability to work independently while demonstrating excellent organization and follow through
• Demonstrates flexible and efficient time management and ability to prioritize workload
• Ability and willingness to move with purpose and a strong sense of urgency
• Self-motivated, positive, and enthusiastic
• Self- starter with a strong desire to exceed expectations and capable of supporting a team
• Maintains confidentiality discretion
• Ability to effectively work in collaboration with others to achieve business objectives
• Willing to grow and be challenged
• Be positive, charismatic, motivating, and engaging
• Attend training as requested