CORE P&C Insurance CSR (Cust Servc Rep) /Assistant Account Manager - REMOTE HYBRID

Job description – CORE Commercial Lines Customer Service Representative

Position: CORE Commercial Lines Customer Service Representative (CSR)

Role: This position assists Account Managers in the onboarding of new accounts and the retention of existing accounts. Provides prompt, efficient, high-quality service to designated accounts in support of the Account Managers and Producers as defined in the primary duties below.

Primary Duties:

1. Promote and uphold the Company Core Values

2. Provide Support to Current Client Relationships

3. Assist the renewal process

4. Change requests

5. Claims

6. Process insured cancellations

7. Prevent E&O exposures

8. New Business

Tasks associated with Primary Duties:

1. Promote and uphold the Company Core Values

• Become familiar with agency Core Values, Core Focus, Target Market, Our Three Uniques, Proven Process, and Guarantee
• Incorporate company culture with all clients and co-workers
• Upon request, assist with developing process and procedures for agency operations
• Upon request, assist with training new hires or existing team members

2. Support Client Experience

• Assist Account Manager with research and/or data collection needed for servicing policy renewal or additional coverage recommendations
• Prompt issuance of certificates of insurance and auto ID cards
• Timely processing and delivery of policies and endorsements

3. Assist the renewal process

• Review renewals with Account Managers 60 days prior to the policy’s expiration date
• Assist in gathering renewal information (non-client facing) for Account Managers
• Retrieve direct-bill renewals from carrier website 60 days prior to renewal date
• Ensure direct bill policies are renewed in Epic once the renewal is issued by the carrier:

o Update Acord applications(s)

o Attach all necessary correspondences

o Complete designated tasks

• Requote/Rewrite

o Assist with gathering underwriting information as directed by account manager.

• Pend for receipt of renewal policy for processing. Once received:

o Verify the policy for accuracy

o Verify accuracy of Epic Acord applications(s)

o “Issue” renewal in Epic

o Attach policy in Epic and make client viewable

o Update activity/tasks and leave delivery of policy open to Account Manger

• Update/attach current endorsement attachments in CSR24.
• Issue renewal batch certificates/EOI’s

4. Change requests

• Initiate change request in Epic at the direction of Account Manager

o Create change activity in Epic (Include detail of change in activity note)

o Update Acord application(s)

o Attach written requests

o Attach emailed to and from carriers

o Attach change summary if done online

• Pend for receipt of endorsement from the carrier. Once received:

o Verify the endorsement for accuracy

o Verify accuracy of Epic Acord applications(s)

o “Issue” endorsement in Epic

o Attach endorsement in Epic and make client viewable

o Update activity/tasks and leave delivery of policy open to Account Manger

• Follow up with carrier if endorsement has not been received in a timely manner

5. Claims

• Report claim to the appropriate carrier at the direction of Account Manager
• Attach all documentation in Epic
• Follow up with the carrier for claim number and adjuster contact information

6. Process Insured Cancellations

• Create LPR in Epic and initiate the appropriate activity at Account Manager’s request
• Send LPR to client for signature
• Submit cancellation request and signed LPR to the carrier
• Update CSR24 template(s) to reflect cancelled coverage
• Once final cancel endorsement is received, issue cancellation in EPIC and attach
• Email final cancellation endorsement to the client

7. Prevent E&O exposures

• Notify Account Managers of significant changes on direct bill renewals
• Review new and renewal polices for accuracy, proper coverage, and endorsements/exclusions

8. New Business

• Information gathering (non-client facing) and updating Epic as directed by Account Manager
• Creating CSR24 certificates and EOI templates
• Processing

o Obtain new policy from the carrier. Once received:

o Verify the policy for accuracy

o Verify accuracy of Epic Acord applications(s)

o “Issue” policy in Epic or confirm download

o Attach policy in Epic and make client viewable

o Update activity/tasks and leave delivery of policy open to Account Manager

Performance Expectations:

1. Renewal process started 60 days prior to renewal

2. Keep up to date on activities and tasks in Epic – no more than 5 past due activities at any given time.

3. Efficient and accurate documentation in Epic

4. Follow customer service standards as per agency guidelines

5. Fulfill state(s) continuing education requirement and keep insurance license current

6. Ensure that a backup team member is trained and in place to handle daily tasks when you are not available

Job Type: Full-time

Pay: $48,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience:

• Commercial Insurance: 1 year (Required)

Language:

• Spanish (Preferred)

License/Certification:

• Colorado Property/Casualty Insurance License (Required)

Ability to Commute:

• Broomfield, CO 80020 (Required)

Work Location: Hybrid remote in Broomfield, CO 80020