Personal Commercial Lines Customer Service Representative

E. L. Tillman & Associates LLC dba Tillman Insurance Advisors; Charlotte (NC); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Paid time off

Training & development

Opportunity for advancement

Competitive pay

Professional Development

Job stability

Job summary

Tillman Insurance Advisors is seeking a Personal & Commercial Lines CSR to maintain strong client relationships by handling inquiries and concerns with speed and professionalism through daily interaction with customers, carriers, and staff. You will perform service and marketing activities for personal and commercial lines.

The role requires an insurance license and a minimum of three years account management experience, with strong knowledge of products, underwriting procedures and ratings.

Qualifications

• Must hold the state license required for insurance.
• Minimum of three years personal and commercial lines account management experience.
• Strong knowledge of insurance products, ratings, underwriting and industry operations.
• Excellent customer focus, phone manner, written and verbal communication skills.
• Ability to handle difficult customer calls and solve problems with minimal supervision.
• Strong sense of urgency, detail orientation, organization, multitasking and time management.
• Spanish language ability is a plus.

Responsibilities

• Answer customer calls and correspondence regarding policies and service all claims.
• Pre-qualify prospects, gather data, research options, present, bind new coverage and renewals.
• Schedule client calls to review and adjust coverage and liaise on renewals.
• Provide information about products and services, quote new business, process renewals, take payments.
• Identify opportunities to increase coverage or round out accounts at each contact.
• Clarify issues, determine causes, select solutions, and ensure resolution and follow-up.
• Maintain client interaction records in the agency system.
• Review audits/policies for accuracy and coordinate with clients and carriers.
• Stay informed on industry products, legislation and technology to improve performance.

Skills

Insurance licensing

3+ years experience

Insurance products knowledge

Customer focus

Phone & communication skills

Bilingual in Spanish (nice to have)

Problem solving

Time management

Agency management systems

Tools

Agency management system

Job description

Benefits

• 401(k)
• 401(k) matching
• Paid time off
• Training & development
• Opportunity for advancement

Job Description

The Personal & Commercial Lines CSR at Tillman Insurance Advisors is responsible for maintaining solid customer relationships by handling personal and commercial lines insurance coverage inquiries and concerns with speed and professionalism through daily interaction with customers, insurance carriers, and fellow employees while conducting specific service and marketing activities.

Benefits/Perks

• Competitive Pay
• Professional Development
• Job Stability in a growing industry

Responsibilities

• Answer customer calls and correspondence regarding new or existing insurance policies and service all claims.
• Work with prospects to pre-qualify and understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
• Set appointments and/or client calls to review existing policies, revise liability limits, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
• Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.
• Actively solicit increases in coverage or rounding out accounts at every service contact.
• Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, following up to ensure resolution.
• Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.
• Review audits or policies; verify accuracy and facilitate corrections, as needed, between client and carrier.
• Keep informed regarding industry information, new product information, legislation, coverages and technology to continuously improve knowledge and performance as well as collaboration with team members, mentor staff, and participate in meetings as needed.

Qualifications

• Hold the insurance license required by your state and have a minimum of three years personal and commercial lines insurance account management experience.
• Demonstrate strong knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations to effectively manage, maintain, and write assigned clients and prospects.
• Demonstrate strong customer focus and an excellent phone manner; display strong written and verbal communication skills and possess excellent math and reading skills to accurately perform simple calculations.
• Have the ability and tact to handle difficult customer phone calls and solve complex problems without direct supervision.
• Have a strong sense of urgency, attention to detail, organization, multi-tasking, and time management skills.
• Bilingual in Spanish is a plus.
• Technology and Computer proficiency including agency management systems.