Position: Customer Service Representative

Department: Insurance

Classification: Hourly

Job Grade: Non-Officer

Revised Date: 01/05/2024

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Position Summary: 

The Customer Service Representative’s primary duty is to assist all customers by greeting them, in person or on the telephone, answering or referring inquiries. This position directs visitors by maintaining employee and department directories; giving instructions to manage customer and staff interaction.

This position will provide general office support with a variety of clerical activities and related tasks. The Customer Service Rep will assist Managers in policy reviews, renewal declarations, maintaining customer files, and processing online premium payments.

The level of this position is based on years of service, education and/or equivalent experience, knowledge level and skill set.

Essential Functions:

To perform this job successfully, an individual must be able to perform each Essential Function and Skill satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

1.Keep up to date on all products, services, and policies that are offered by Citizens Alliance Agency.

2.Greet customers with enthusiasm and knowledge of products and services offered by Citizens Alliance Agency.

3.Enter updated customer and policy information into system of record.

4.Provides callers with information such as company address, directions to the company location, company fax numbers, company website and other related information.

5.Utilize calendar functions to schedule appointments, meetings or conferences.

6.Assist Risk Managers with Annual policy reviews.

7.Under the direction of the Agency President, create and review reports for all staff meetings.

8.Assist in insurance claim process as needed.

9.Excellent written and verbal communication skills.

10. Adherence to all State and Federal Laws and Regulations, and applicable Policies and Procedures will be required in this position. 

11.Consistent attendance and physical presence in the Agency is required.

12.The Customer Service Representatives are expected to meet and/or exceed Citizens Alliance Agency’s customer service levels as well as the over-all goals of the organization.

13.All employees are expected to exemplify and follow our core values.

14.Regular attendance and punctuality when reporting to work.

15.Travel for trade and industry schools and seminars as needed.

16.This position may require installation of a Multi-Factor Authentication (MFA) app on an employee’s personal mobile device. THE MFA apps are used to authenticate a user’s identity to the system for security purposes.

17.Adhere to and comply with all applicable, federal, and state laws, regulations, and guidance, including those related to BSA/AML, as well as adhere to the Bank’s policies and procedures.

18.Perform other duties as assigned and requested.

Core Values

Humility - We are “blue-collar bankers”. We are relatable, down-to-earth people who greet our smallest customer the same way we greet our largest.

Respectful, Genuine Care for Others - We care about each other, we care about our customers, and we care about our communities.

Finds A Way - This simply put, is nothing more than attitude. It’s a can-do spirit, a desire to help, to contribute, to go above and beyond, and to make a difference.

Effort - We expect a lot of ourselves and hold ourselves to a high standard. We are not entitled, and we need to earn it from our customers and each other every day.

Owning-It - Owning-It or Accountability is a big word that can encompass a great many things. For Citizens Alliance Bank, it’s about ownership. When an employee says they will do something, they follow through and get it done.

Education and Experience: 

Required - High School diploma or GED minimum; Associates degree in related discipline preferred. Etc.

Required – One to three years of customer service related experience.

Required - Continuing Education to maintain job knowledge and expertise.

Preferred - One to three years of insurance experience.

Preferred - Proficiency in Microsoft Office Suite.

The employer has the right to revise this position description at any time. The position description is not a contract for employment.

Citizens Alliance Agency is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual preference or orientation, gender identity, gender expression, national origin, disability, veteran status and all other protected classes.