Customer Service Representative - Commercial/Personal Lines

Spectrum Insurance Group is searching for a licensed Commercial and Personal Lines Customer Service Representative (CSR) to work in an administrative processing and support role. This position will work out of one of Spectrum's offices, hybrid, or remote within driving distance of a Spectrum office.

The Customer Service Representative will work as a member of the Commercial Lines CSR team, a centralized service group, supporting all Account Managers across the department. Unlike Account Managers, CSRs do not maintain an assigned book of business. Instead, they provide shared processing and administrative support our Account Managers.

The CSR group handles a wide range of servicing tasks, including:

• Processing endorsements, cancellations, and policy changes
• Submitting claims and assisting with claim follow-up
• Issuing certificates of insurance
• Processing notary bonds and similar requests
• Managing general service requests and documentation within the agency management system

Qualified candidates will hold a Property & Casualty license and have 3+ years of commercial and personal lines experience.

Required Knowledge and Skills

 Excellent verbal and written communication skills

 Strong analytical thinking and organizational skills

 Ability to interact professionally and effectively with customers and team members

 Proficient computer skills including the ability to document and access information

 Ability to follow existing processes, procedures, and verbal instruction

 Ability to manage multiple priorities, accurately, efficiently, and independently

 Attention to detail and ability to complete tasks with a high degree of accuracy

License and Certification Requirements

 Valid WI driver's license and acceptable driving history

 Current licensure or ability to obtain a Property & Casualty Resident Intermediary granted by the State of Wisconsin

Production Support

 Completes applications in coordination with Agent, Account Executive or Account Manager(s) and submits applications to eligible and appropriate carriers

 Prepares proposals and renewal summaries

 Maintains agency management system with up-to-date and accurate data

 Administers processing and suspense of new business, renewals, cancellations, and endorsement requests

 Prepares certificates, binders, surety bonds and general correspondence

 Completes MVR requests and trucking certificates according to scheduled rotation

 Administers change requests and endorsements

 Answers incoming phone calls, greets and assists agency visitors

 Acts as primary and/or secondary back-up to front desk receptionist, if applicable

Administrative

 Organizes tasks and resources to complete work and meet deadlines according to established procedures

 Makes decisions on a variety of tasks frequently requiring discretion, judgment and initiative guided by general procedures or standards

 Responds to incoming phone calls and emails promptly and effectively

 Performs basic office functions including emailing, filing, scanning, copying, and faxing

Customer Service

 Delivers exceptional customer service according to Spectrum's Customer Service Standards with a goal of exceeding customer expectations with every interaction

 Promotes a customer-focused environment by providing friendly, courteous, and helpful service to internal and external customers

 Answers customer questions and resolves complaints in a timely and efficient manner

 Supports a team-oriented environment by interacting in a professional, collaborative, and respectful manner with all employees, clients, customers and/or vendors