Entry-Level Client Services Advocate

CIA - Commercial Insurance Associates; Brentwood (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

CIA - Commercial Insurance Associates is seeking an entry-level Customer Service Advocate to support certificate generation, policy endorsements, and routine client inquiries. You will help review policies, initiate or upgrade endorsements, and assist teammates as you train to become a client manager.

In this role you will work with EPIC, CSR24, and Indio workflows, respond to daily requests from insureds, pull endorsements, print policies, and run policy expiration reports.

Qualifications

• Excellent verbal and written communication skills and ability to de-escalate tense client interactions while providing a timely solution to their concerns.
• EPIC, CSR24, and Indio workflow standards and maintenance of documentation.
• Strong organizational skills and ability to multitask while paying close attention to detail.
• Microsoft Office product experience (Word, Excel, and PowerPoint) as well as Adobe PDF.

Responsibilities

• Generate COIs to be issued according to the insureds contract and/or insurance requirements.
• Send policy change requests to carriers and pull endorsements from carrier website to be filed in Epic (ERP system).
• Issue policy endorsements and transactions and forward invoice/endorsement to client with breakdown of the endorsement, including premium.
• Pull 5-year Loss runs for all lines at renewals, and monthly/quarterly for clients that are being monitored and create and update claim status and monitor policy renewal time frames.
• Abate claims by filing them with the carrier and keep the insured updated as to the status and send subsequent loss runs to the Insured.
• Print policies and create binder with renewal policies for Producers to drop off to client.
• Run epic reports, including policy expiration.
• Handle all daily requests from insured for certificates, policy changes (endorsements/cancellations/billing), and provide requested documentation as needed.
• Process audits in Epic and notify Client Manager and Producer of changes in premium; forward the audit finding to insured and Producer with results/breakdown.
• Access customer accounts and policy schedules.
• Maintain and update all location, property, vehicle, and equipment spreadsheets.
• Set-up new clients and prospects in EPIC Account Management System
• Attend and participate in job related classes and webinars.
• Other duties as assigned by this position’s manager.

Skills

Verbal & written communication

De-escalation

Organization

Customer service

Tools

EPIC

CSR24

Indio

Microsoft Office

Adobe PDF

Job description

CIA - Commercial Insurance Associates is seeking an entry-level Customer Service Advocate to support certificate generation, policy endorsements, and routine client inquiries. You will help review policies, initiate or upgrade endorsements, and assist teammates as you train to become a client manager.

In this role you will work with EPIC, CSR24, and Indio workflows, respond to daily requests from insureds, pull endorsements, print policies, and run policy expiration reports.