Customer Service Associate - Commercial Lines

Summary of expectations: It is expected that this person will have good organizational skills to handle all client service to allow the commercial lines producer(s) to market to new clients and therefore “increase” the agency commercial book of business. The “growth” of the book of business will allow for the Customer Service Associate to be compensated as the book of business grows. Simply renewing the current book of business is not the goal of the agency. GROWTH IS OUR GOAL. 

Requirements: Property & Casualty License.

Experience: Minimum of two years working with commercial policies and endorsements.           

Job Duties: BOLD = MAJORITY OF DAILY JOB FUNCTIONS

• Handling calls from clients needing service.
• Handle change request processing and then follow up for the Endorsement(s), using our agency management system.
• Handling all client correspondence via mail, fax, email as necessary.
• Ordering MVRs and accident reports, reviewing with appropriate underwriters for approval and communicating to client the results.
• Review and process renewal policies for accuracy and mail to clients; as well as assist in any quoting for the renewal policy and/or coverage.
• Handle carrier underwriting request, corresponding with client then underwriting.
• Process claim call, carrier notification, and claim payments where allowed.
• Handling new business inquiries, information gathering, data entry, quoting, processing, and issuance follow up.
• Handling new and renewal business billing and client billing questions.
• All data necessary kept updated in the Agency Management system.
• Handle system for file organization: 95% paperless.
• Handle all bonding request (if no experience this can be taught).

Note: While you won't be expected to sell policies, you should be able to create “sales” opportunities in your interaction with clients in the service functions in order to assist in the proper protection of the client's business and its assets.

Authority: Authorize commercial lines coverage binding (if licensed) within authority granted by carriers, to include new business and endorsements.

Back Up Expectations:  The Agency is a small agency and we intend on remaining a small agency.  This requires all employees to be willing to back up other insurance areas such as but not limited to:  Personal Lines calls, new business data gathering, mail, filing, sorting, etc.

Confidentiality & Privacy

All information and data gathered at our agency is expected to be kept in the strictness of confidence and any breech of privacy is grounds for termination.  This does not attempt to name all possible responsibilities or limit the agency in assigning additional responsibilities.  This is the core of what the Customer Service Associate is expected to handle.

NOTE: THE UNIQUE CHALLENGE OF THE INDEPENDENT AGENCY SYSTEM AS IT RELATES TO OUR CUSTOMER SERVICE ASSOCIATES IS THE ABILITY TO LEARN AND “KEEP UP TO DATE" WITH THE AMOUNT OF DIFFERENT OPTIONS AVAILABLE THROUGH OUR NUMEROUS INSURANCE CARRIER MARKETS. WE HAVE 5 CORE COMPANIES AND FROM 3-5 MISC OTHER CARRIERS AND BROKERS.  THEREFORE YOU MUST BE ABLE TO CONTINUALLY LEARN NEW PROCESSES AND POLICY TYPES.