Service Center Representative

Mechanics Cooperative Bank; North Adams (MA); On-site; USD 28,000 - 32,000; Full time

Job summary

Mechanics Cooperative Bank in North Adams (or Pittsfield) is seeking a Service Center Representative to make a friendly, professional first impression for clients in person and over the phone. The role requires an outgoing, team oriented approach and the ability to multi-task while delivering prompt service.

You will handle calls and emails, process policy changes, log details in the agency management system, provide product information, and support Account Managers.

Qualifications

• High School Diploma or equivalent required.
• Ability to learn insurance work methods and procedures.
• Ability to verbally effectively present information to clients, company, and agency staff.
• Self-motivated, provide problem-solving capabilities and prioritize multiple tasks.

Responsibilities

• Answer incoming calls and emails promptly and professionally.
• Manage time effectively to minimize wait times and maximize productivity.
• Process policy changes for Account Managers.
• Resolve customer billing inquiries and service issues efficiently.
• Provide product, service, or policy information as needed.
• Log call details accurately in Agency Management system.
• Follow scripts or workflows when applicable.
• Escalate unresolved or complex issues to the appropriate department.
• Conduct outbound follow-up calls when necessary to ensure resolution.
• Notify customers of status updates, delays, or confirmations.
• Issue binders and proof of insurance to lenders.
• Backup to front desk coordinator during lunches and vacations.

Skills

Verbal communication

Customer service

Multitasking

Organization

Problem solving

Self-motivation

Travel readiness

Education

High School Diploma

Job description

Location: North Adams or Pittsfield Insurance Office

The pay range for this role is $20.00 to $23.50 an hour dependent upon qualifications and experience.

Job Summary:

Provide a friendly and helpful “first impression” for clients in-person and over the phone. Must be outgoing and team oriented. This multi-task position is mainly responsible for prompt, courteous, professional service to clients calling into the Agency.

Primary Responsibilities:

• Answer incoming calls and emails promptly and professionally.
• Manage time effectively to minimize wait times and maximize productivity.
• Process policy changes for Account Managers
• Resolve customer billing inquiries and service issues efficiently.
• Provide product, service, or policy information as needed.
• Log call details accurately in Agency Management system.
• Follow scripts or workflows when applicable.
• Escalate unresolved or complex issues to the appropriate department.
• Conduct outbound follow-up calls when necessary to ensure resolution.
• Notify customers of status updates, delays, or confirmations.
• Issue binders and proof of insurance to lenders.
• Backup to front desk coordinator during lunches and vacations.

Position: Service Center Representative

Reports to:Personal Lines Supervisor

Grade:102

Supervises:None

Location: North Adams or Pittsfield Insurance Office

The pay range for this role is $20.00 to $23.50 an hour dependent upon qualifications and experience.

Job Summary:

Provide a friendly and helpful “first impression” for clients in-person and over the phone. Must be outgoing and team oriented. This multi-task position is mainly responsible for prompt, courteous, professional service to clients calling into the Agency.

Primary Responsibilities:

• Answer incoming calls and emails promptly and professionally.
• Manage time effectively to minimize wait times and maximize productivity.
• Process policy changes for Account Managers
• Resolve customer billing inquiries and service issues efficiently.
• Provide product, service, or policy information as needed.
• Log call details accurately in Agency Management system.
• Follow scripts or workflows when applicable.
• Escalate unresolved or complex issues to the appropriate department.
• Conduct outbound follow-up calls when necessary to ensure resolution.
• Notify customers of status updates, delays, or confirmations.
• Issue binders and proof of insurance to lenders.
• Backup to front desk coordinator during lunches and vacations.

Secondary Responsibilities:

• Take payments from clients and post them on company websites.
• Stamp RTA’s and enter appropriate activities into agency management system.
• Assist Account Managers as needed.
• Backup to other processors when they are out of the office.
• Projects for clean-up or update of the computer system as needed.
• Any other duties which are required by management.

Qualifications:

• High School Diploma.
• Ability to learn insurance work methods and procedures.
• Ability to verbally effectively present information to clients, company, and agency staff.
• Ability to be self-motivated, provide problem-solving capabilities and prioritize multiple tasks.
• Commitment to the company’s culture and established service standards.
• Ability to deal with and show discretion in confidential matters.
• 25% availability to travel outside of 25-mile radius and report to any office.
• Ability to sit, drive, bend, answer the phone, and perform computer input.