Customer Service Representative- Insurance

Job Title : P&C Personal Lines Customer Service Representative

Department: Insurance

FLSA: Non-Exempt

General Function: Provide first class customer service over the phone, in writing, or in person to Midwest Heritage Insurance Services customers and internal Midwest Heritage staff.

Core Competencies

• Customers Service
• In-House Relationship Management
• Administration

Reporting Relations:

Accountable and Reports to: Client Service Manager

Positions that Report to you: None

Primary Duties and Responsibilities:

• Manages inbound email, phone calls, and walk-in customer service requests
• Provides sales support service to assist Producers and account managers in finalizing new & renewal business policy processing
• Ensures prompt and accurate service and processing of policy changes, claims, billing inquiries, and policy cancellations
• Demonstrates a positive, friendly, and professional attitude
• Keeps the Producer, account manager, and client services manager fully informed of all important activities, including potential problems
• Prepares and sends letters on behalf of internal staff; underwriting follow up letters, new business solicitation letters, renewal letters, etc.
• Depending on business needs, employee may be asked to quote new, renewal, and re-write policies
• Cross-sell Midwest Heritage banking, investments, and additional insurance products / leads
• Employee may be asked to support personal lines, commercial lines, and/or farm insurance customers depending on business need
• Demonstrates a positive, friendly, and professional attitude
• Demonstrates a willingness and desire to work in a team atmosphere and assist others when needed
• Reports to work when scheduled and on time
• Effectively manages workload to ensure efficiency and proficiency of tasks
• Effectively manages follow up activities and completes proficient documentation on all client contacts
• Properly uses agency management systems and carrier systems
• Maintains current Producer’s license, certifications, and CE requirements for each renewal period
• Attends scheduled agency and insurance carrier meetings

Secondary Duties and Responsibilities:

• Performs other job-related duties and special projects as requested

Knowledge, Skills, Abilities, and Worker Characteristics:

• Must have a friendly, positive attitude and present themselves in a professional manner
• Strong written and verbal communication skills and the ability to approach people
• Self-motivation, strong work ethic and the ability to build personal relationships with insurance company
• Must possess good customer service spirit to help customers in a timely and proficient manner
• Excellent organizational skills, attention to detail, high level of accuracy, and follow-up skills
• Must be able to maintain a high degree of confidentiality
• Must have proficiency of PC with Microsoft Word, Excel, Access, Outlook and good data entry skills
• Must have the ability to analyze and understand coverages, forms, underwriting practices and policies

Education and Experience:

• High School diploma or equivalent
• One year of Property & Casualty insurance experience preferred.
• A minimum of one year of customer service experience is required.
• Must hold required insurance licensing or be willing to obtain it.

Physical Requirements:

• This position is classified sedentary/light and requires the ability to sit for long periods of time.
• Visual requirements include: ability to see detail at near range with or without correction.
• Must be able to perform the following physical activities: sitting for long periods, talking (in person and by telephone), hearing and repetitive motions.

Working Conditions:

• The duties of this position are normally performed in a general office setting. This is a fast paced work environment.
• There is frequent pressure to meet deadlines and handle multiple projects in a day.