Customer Service Representative

A. SUMMARY Assists in the production of new accounts and the retention of existing accounts. Provides prompt, efficient, high-quality service to designated accounts in support of Producer activities.

B. ESSENTIAL JOB FUNCTIONS 1. Responsible for gathering the information and risk management recommendations for the renewal of designated accounts sixty days prior to renewal and for delivering renewals and/or binders for designated accounts as needed, within five days of receipt. 2. Conduct periodic service calls via phone or in person for designated accounts. 3. Perform special projects at the request of designated clients after management approval. Complete binders and/or policy or endorsement requests within three days of quoted date. 4. Maintain timely and thorough customer and carrier interactions to minimize the potential for errors & omissions claims. 5. After reviewing updated client exposure survey information, obtain all required renewal information from the insured and complete renewal applications sixty days before renewal date. 6. Review renewals to determine if non-standard policies can be rewritten in a standard program. Prepare rewrite applications for business through companies no longer represented. Secure and submit all required information. 7. Receive phone calls and office visitors requesting quotes, changes to existing coverage and/or new policies. Complete changes/requests within 24 hours of receipt. Determine carrier placement, complete applications or endorsements, and collect premium when applicable. 8. Review existing accounts to determine if additional lines of insurance should be solicited by mail and/or phone prior to renewal. 9. Receive and review all terminations and cancellations to determine appropriate action within 72 hours of receipt. 10. Handle premium collection through form letters and request cancellation of policies when necessary. 11. Follow up on outstanding claims and provide assistance in claims resolution as necessary. 12. Solicit new business opportunities with clients for lines of coverage not currently written by the agency. Expectations are an average of one new business referral per client serviced. 13. Actively solicit increases in limits and/or coverages, rounding out accounts through new sales to clients across lines of coverage. 14. Actively seek referrals from current client base to solicit for new business prospects; follow up to generate new business using prospect database and automation system. Expectation is five referrals per week. 15. Document all material conversations with insureds and/or carriers regarding exposures and coverages. 16. Maintains working knowledge of all rating products and processes. 17. Perform other functions as assigned by management.

C. KNOWLEDGE, SKILLS AND ABILITIES Must be an assertive self-starter with the ability to influence others. Prior successful demonstration of effective presentation skills through both verbal and written communication methods. This position requires a high-energy level and ability to handle stress-related situations on a daily basis. The employee may be required to drive and travel unaccompanied in diverse weather conditions.

D. OTHER REQUIREMENTS (PREREQUISITES) Ability to use a personal computer, calculator, agency automation system, and demonstrate proficiency in Microsoft Office and various other software programs. Candidate must satisfactorily complete pre-hire employment assessments and maintain a satisfactory driving record. Candidate may be asked to submit to a drug and/or alcohol screening. A civil and criminal history background check will be performed at the company's expense. Physical attendance is required at regular and/or mandatory company meetings. Employees are encouraged to pursue relevant professional designations; however, this is not required.

*Salary is $17.00+/hour depending on experience.

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