Job Title: Customer Service Representative
Location: Bloomington, IN
Reports to: Client Relationship Manager
Job Summary:
The Customer Service Representative (CSR) is responsible for providing exceptional service to clients by handling inquiries, resolving issues, and assisting with policy changes and claims. The ideal candidate will be proactive, client-focused, and skilled in building strong relationships with clients. This role is crucial for maintaining high levels of client satisfaction and loyalty.
Key Responsibilities:
Client Assistance: - Respond to client inquiries and assist with policy changes, renewals, cancellations, and claims processing, while guiding them through the insurance claims process with accurate and timely information.
Issue Resolution: - Resolve client issues and complaints efficiently, escalating complex cases as needed, and following up to ensure client satisfaction.
Documentation and Record Keeping: - Maintain accurate and up-to-date records of client interactions and transactions using the CRM system.
Client Education: - Educate clients on insurance products and services, including coverage options and benefits, while also informing them about additional relevant products.
Proactive Engagement: - Implement client engagement initiatives like policy reviews and satisfaction surveys, while identifying opportunities to enhance the client experience and suggest process improvements.
Qualifications:
- Willing to obtain or currently active in Property & Casualty and/or Life insurance license ahead of employment.
- Education: High school diploma or equivalent required.
- Experience: Minimum of 2 years in a customer service role, preferably in the insurance industry.
Key Performance Indicators (KPIs)
- Client satisfaction scores
- Average response time to client inquiries
- Resolution time for client issues
- Accuracy of policy changes and documentation
- Client retention rate
Daily Duties:
Email and Communication Check
- Begin the day by checking and responding to emails and messages from clients and colleagues to address any immediate needs or requests.
- Review Daily Appointments and Meetings
- Look at the day's schedule for any client meetings, calls, or internal meetings and prepare accordingly.
Policy Renewal and Expiration Checks
- Check for any policies due for renewal or expiration and prepare to contact clients for renewals or discuss their options.
Mid-Morning Tasks
- Client Inquiries and Policy Change
- Handle incoming calls and emails from clients, addressing inquiries about policy details, changes, billing issues, or coverage questions.
- Process Transactions
- Process payments, policy changes, renewals, and new applications, ensuring all client data is up-to-date and accurately recorded in the system.
- Liaise with Underwriters and Claims Adjusters
- Coordinate with underwriting and claims departments to follow up on client applications, claims status, and other client-related issues.
- Attend daily huddle
Afternoon Tasks
- Follow-up on Pending Issues
- Check the status of unresolved client issues or follow-ups and take necessary actions to resolve them.
- Documentation and Data Entry
- Update client records in the CRM or agency management system with recent interactions, policy changes, and client communications.
- Client Education and Support
- Provide clients with information and guidance on their insurance options, helping them understand their policies and coverage.
Late Afternoon Tasks
- Review Claims Processing
- Follow up on the progress of client insurance claims, ensuring clients are informed about the status and any required actions.
- Prepare for the Next Day
- Look ahead to the next day’s schedule, preparing for client meetings or tasks that need early attention.
Team Collaboration
- Meet with the team to discuss any ongoing issues, share updates, and coordinate client service strategies.
End-of-Day Tasks
- Final Check on Communications
- Ensure all client communications for the day have been addressed, and prepare any necessary responses for the next day.
- Administrative Wrap-Up
- Complete any outstanding administrative tasks, file documents, and ensure everything is in order for the next business day.
- Self-Review and Learning
- Reflect on the day’s interactions and tasks, noting any areas for improvement or additional learning needed to enhance client service.
Working Conditions:
- Full-time position, typically Monday to Friday with occasional evenings or weekends based on client needs.
- Office-based role.
Compensation and Benefits:
- Competitive salary based on experience.
- Comprehensive benefits package, retirement plans, and paid time off.
- Opportunities for professional development and career advancement.
About Hazen Insurance Agency/Shelter Insurance
At Hazen Insurance Agency/Shelter Insurance, we are dedicated to providing our clients with exceptional service and comprehensive insurance solutions. Our team of professionals is committed to excellence, innovation, and community engagement. Join our dynamic team and contribute to our mission of delivering outstanding results through proactive and client-focused sales strategies.
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