Customer Service Representative

BNC Insurance Agency provides a comprehensive range of insurance solutions, including Commercial and Personal Lines, Property and Casualty Insurance. We specialize in offering services to individuals, companies, Vendors, and realtors, catering to Michigan and extending beyond. Our team is dedicated to delivering tailored solutions to meet the needs of diverse clients. With a strong commitment to excellence, we aim to provide seamless service and reliable insurance products.

Salary Range: $30,000.00 - $40,000.00 per year

Annual Base Salary Based on Experience

Skills & Qualifications

Strong customer service and communication skills

Excellent organization and attention to detail

Ability to multitask and manage multiple requests simultaneously

Basic computer proficiency and ability to learn agency management systems

Professional demeanor when communicating with clients and coworkers

Ability to work collaboratively within a team environment

Role Summary:

The Customer Service Representative provides administrative and client service support to ensure the efficient daily operation of the agency. This role assists clients with policy servicing needs, processes administrative tasks, maintains accurate client records, and supports agents with customer communication and account management. The position requires strong organizational skills, attention to detail, and a commitment to providing excellent customer service while representing the agency in a professional manner.

Primary Responsibilities

Client Service & Communication

Answer incoming calls using the agency's standard greeting, assist clients with routine inquiries, and direct calls to the appropriate team member when necessary.

Monitor voicemail messages and return calls within 24 hours or forward messages to the appropriate employee for follow-up.

Respond to client email inquiries, assist customers when possible, and forward coverage-related questions to licensed agents.

Address customer questions, concerns, or complaints professionally and escalate issues to appropriate personnel when necessary.

Build and maintain positive relationships with clients to support customer satisfaction and retention.

Refer customers to licensed agents when initiating new policies or when coverage upgrades or changes are needed.

Policy Servicing

Access and review customer accounts and policies through HawkSoft and carrier websites.

Process approved non-coverage policy changes (e.g., placing vehicles in or out of storage) in accordance with agency procedures.

Generate and provide proof of insurance through HawkSoft or carrier systems.

Assist clients with billing inquiries and payment plan questions when applicable.

Process client payments and apply payments directly through carrier websites when required.

Claims Assistance

Assist clients with reporting insurance claims to the appropriate carrier.

Monitor claim notifications received from carriers and attach claim documentation to the appropriate client file within HawkSoft.

Notify the agent responsible when a claim has been reported so they may follow up with the client.

Administrative & System Management

Maintain accurate customer and prospect records within HawkSoft.

Create prospect profiles and collect information for potential new business leads.

Manage email communications, flagging items that require follow-up, and attaching correspondence to client files.

Monitor and follow up on all open suspense items and task reminders daily.

Use RSign for electronic document signatures when needed.

Send and receive documents via fax when necessary.

Office & Operational Support

Open, sort, and process incoming mail, including scanning documents into HawkSoft or delivering materials to appropriate staff members.

Prepare and mail policy documents and client correspondence.

Assist with marketing mailings and agency outreach initiatives.

Communicate availability with team members using internal messaging systems when away from the desk (e.g., lunch, breaks, errands).

Perform general administrative and clerical tasks to support agency operations.

Assist in maintaining a clean and organized office environment.

Additional Responsibilities

Develop and maintain a working knowledge of the agency's insurance products and carrier guidelines.

Promote the agency's services to existing and prospective clients when appropriate.

Perform other related duties as assigned.