Personal Lines 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 existing and potential clients.

B. POSITION FUNCTIONS

1. Responsible for marketing and placement of renewal accounts as appropriate.
2. Assisting to achieve agency account retention goals through proactive account rounding, marketing, up-selling of limits and coverages, and by providing extraordinary client service.
3. Support Producers’ sales efforts by handling accounts once bound.
4. Perform annual review and risk exposure analysis of renewal policies for proper coverage, incorporating information obtained from client. Determines if additional lines of insurance should be solicited prior to renewal.
5. Maintains a concern for timeliness and completeness when interacting with customers, agency and company personnel to minimize potential for errors & omissions claims.
6. Reviews renewals to determine if non-standard policies can be rewritten in a standard program.
7. Receives all communications and office visitors requesting quotes, changes to existing coverage and/or new policies. Completes changes/requests within 24 hours of receipt. Determines acceptability and placement, completes applications or endorsements, and collects premium when applicable.
8. Receives and reviews all terminations and cancellations to determine action to be taken, and takes needed action within 72 hours of receipt.
9. Responsible for maintaining accurate client files and insuring proper documentation of all correspondence pertaining to these records.
10. Handles premium collection through form letters and/or phone and requests cancellation of policies when necessary.
11. Follows up on outstanding claims and provides assistance in their resolution, as necessary.
12. Solicits expiration dates for policies not written by agency.
13. Actively seeks referrals from current client base to solicit for new business prospects; follows up to generate new business using prospect database and automation system. Expectation is five referrals per week.
14. Documents all material conversations with insureds and/or carriers regarding exposures and coverages.
15. Maintain a current knowledge of underwriting requirements of carriers. Keep current with industry trends. Participate in continuing education. Strive toward completion of CISR, ACSR designations.
16. Performs other functions as assigned by management.

C. KNOWLEDGE, SKILLS AND ABILITIES

Must be an assertive self-starter with the ability to influence others. Should have demonstrated effective presentation skills through both verbal and written communications. Must be willing to travel as required.

D. OTHER REQUIREMENTS

Must have all licenses as required by the State Department of Insurance to discuss and/or sell insurance in states where the agency functions. Ability to use personal computer, calculator, agency automation system, and proficiency in various software programs, including but not limited to Microsoft Word and Excel.

E. WORKING CONDITIONS

Fast-paced multi-tasking environment.

F. GENERAL

1. This job description is intended to describe the level of work required of the person performing the job.
2. Essential functions are outlined; other duties may be assigned as needs arise or as required to support the agency’s essential functions.
3. This description is not intended as a contract and is subject to unilateral change and revision by management.
4. Any written contractual agreements will supersede this job description.
5. All requirements may be modified to reasonably accommodate physically or mentally challenged employees.