Customer Service Representative

POSITION MISSION: Provide high quality customer service through accurate, timely, and professional responses relative to researching and answering billing, payment and policy questions, providing coverage advice and premium change pricing, and processing policy changes. Assess customer needs, service insurance policies, collect confidential client information, prepare reports and maintain records.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Promote products and company positively, answering customer questions and addressing concerns
• Communicate information, clearly and effectively, about policies and answer questions relating to coverage and premiums to customers managing expectations both via phone and email with a proactive approach
• Respond to in-person, phone and written requests for information, providing accurate, timely and responsive assistance to customers and agents.
• Data Entry for new business quotes, policy changes, and assign incoming email, mail, fax and voice messages to the correct agency team member
• Communicate with customers, agents, and company personnel to secure information necessary to resolve inquiries and explain policy change, billing, cancellation and reinstatement procedures.
• Develop and provide in-force policy change quotes for agents
• Research and resolve questions and concerns raised by customers
• Process daily downloads, incoming payments, endorsements, renewals, send Auto ID cards, mortgagee requests, and various other customer requests
• Handle basic billing questions (where to pay, who to pay, what to pay) and pass any higher-level questions to a Customer Experience Agent
• Document all conversations and interactions with customers, carriers and agents in AMS360 agency management system to support account sales, service and renewal cycle for follow up communication
• Schedule annual coverage review meetings with customers for agents
• Contact leads and schedule appointments for agents to present policies, quotes, and coverages

OTHER DUTIES

• Assist in creating/maintaining prospective client lists from various sources
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily.

• Familiarity with all types of insurance policies (automobile, property, Agribusiness – a plus, etc.), with a working knowledge of the insurance industry.
• Proactively learn and grow knowledge of insurance coverage and carrier appetite.
• Experience with using AMS 360 policy administration system or similar policy administration system.
• Ability to understand generated sales reports.
• Demonstrated ability to communicate, present, influence and sell effectively.
• Experience in delivering and maintaining client-focused solutions.
• Ability to work independently as well as support other team members.
• Organized with strong attention to detail and accuracy; utilizes time and available resources effectively with ability to handle multiple priorities and deadlines simultaneously and effectively.
• Continuously builds knowledge and skills connected with new developments in customer service, technology, and insurance products and services.
• Obtain and/or maintain Virginia property and casualty insurance license.

COMPETENCIES:

• Critical thinking
• Detail oriented
• Strong work ethic
• Relationship building
• Strong organizational/time management skills 
• Oral and written communication skills
• Customer-Service Oriented

QUALIFICATIONS:

• Minimum high school diploma, GED, or equivalent.
• 1+ years of demonstrated success in an insurance call center or independent agency environment. 
• Personal Lines insurance experience strongly preferred.
• CISR, CPIA or similar designation(s) preferred.
• Knowledge of Farm, Agribusiness, or Commercial underwriting experience helpful.
• Current Virginia Property and Casualty License preferred.
• Proficient in Microsoft Office (Word, Excel, Teams) 

PHYSICAL DEMANDS:

• Position operates in a professional office environment and routinely uses standard office and mobile equipment such as computers, phones, and photocopiers.
• Position may require traveling to attending both internal and external meetings, attending conferences and other training events