Personal & Commercial Lines Customer Service Representative

Schultze Insurance Agency; Smithfield (NC); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

401(k)

Competitive salary

Health insurance

Training & development

Competitive Pay

Professional Development

Job Stability

Job summary

Schultze Insurance Agency is seeking a Personal & Commercial Lines CSR to maintain strong customer relationships by handling inquiries for personal and commercial insurance coverage. You will engage daily with customers, carriers, and colleagues while performing service and marketing activities.

The role requires a state license, at least two years of account management experience, and solid knowledge of insurance products, ratings, and underwriting.

Qualifications

• State insurance license and at least 2 years in personal and commercial lines account management.
• Bachelor’s Degree or equivalent work experience.
• Strong knowledge of insurance products, rating, underwriting, and coverages.
• Excellent customer focus, phone manners, and written/verbal communication.
• Strong math and reading skills; ability to multi-task.

Responsibilities

• Answer calls and correspondence about new or existing policies and service all claims.
• Pre-qualify prospects, gather data, research options, quote, bind new coverage.
• Set appointments to review policies, adjust limits, and renewals.
• Provide product information, process renewals, cancel accounts, and take payments.
• Solicit increases in coverage and round out accounts.
• Resolve issues by clarifying concerns and expediting solutions.
• Maintain agency management system records and review policies for accuracy.
• Stay informed on industry information and collaborate with team.

Skills

Customer focus

Phone etiquette

Written and verbal communication

Math and reading skills

Time management

Attention to detail

Agency management systems

Education

Bachelor’s degree or equivalent

2+ years personal and commercial lines experience

Tools

Agency management systems

Job description

Benefits:

• 401(k)
• Competitive salary
• Health insurance
• Training & development

Job Description

The Personal & Commercial Lines CSR at Schultze Insurance Agency 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 two years personal and commercial lines insurance account management experience, as well as a Bachelor’s Degree or comparable work 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.
• Technology and Computer proficiency including agency management systems.