Personal Lines Customer Service Representative

Job Description

Job Description

Mission of the CSR

As a Customer Service Representative (CSR) at Swamp Fox Insurance Agency, your mission is to deliver an exceptional client experience by serving as a knowledgeable, responsive, and friendly point of contact. You’ll support our licensed agents, build rapport with clients, and ensure every interaction reflects our commitment to personalized, high-quality service. This role serves as a vital link between clients and our team, playing an important part in retention, satisfaction, and operational success.

Key Responsibilities of This Role

1. Client Service & Support
2. Answer calls and emails promptly and professionally, assisting clients or routing them to the appropriate team member.
3. Build rapport and end every client interaction with, “Is there anything else I can help you with today?”
4. Maintain accurate contact details for clients in the agency management system.
5. Respond to inquiries such as Auto ID cards, mortgagee changes, payment questions, and other client service requests.
6. Monitor and follow up on past-due billing notices to help clients avoid cancellation.
7. Promote the use of EFT and full-pay options to reduce billing issues.
8. Policy Processing & Documentation
9. Assist in entering policy data for new business and renewals.
10. Prepare and mail certificates of insurance and other relevant documents.
11. Process and document change requests and endorsements accurately.
12. Perform quality checks to ensure policy accuracy before mailing.
13. Scan and organize client files and confirm all documentation is complete in the system.
14. Collaboration & Workflow Management
15. Use suspense systems and tracking tools to ensure all client needs are followed through to resolution.
16. Support Account Managers by preparing files, organizing renewal lists, and identifying potential cross-sell or upsell opportunities.
17. Communicate with carriers for endorsements, forms, and commissions as needed.
18. Report system or workflow issues to the operations manager promptly.
19. Client Engagement
20. Ask happy clients for referrals and Google reviews.
21. Help clients understand the value of coverage changes or updates.
22. Support retention by ensuring renewals, billing issues, and simple service tasks are handled smoothly and proactively.
23. Professional Development
24. Obtain your South Carolina Property & Casualty Insurance License within 90 days of hire.
25. Participate in agency training sessions and continuing education.
26. Attend regular one-on-one meetings and performance check-ins.
27. Learn agency workflows and carrier systems with the goal of advancing in your career.

Desired Outcomes of This Role :

• Deliver excellent service while learning the technical and communication skills of an Account Manager.
• Help retain clients by providing organized, consistent support and reducing dropped tasks or missed deadlines.
• Contribute to a smooth and positive client experience, supporting the agency’s service and growth goals.

The Customer Service Representative role is designed to provide employees with the knowledge, skills, and experience needed to grow within Swamp Fox Insurance Agency. Employees who demonstrate strong performance, a commitment to learning, and the ability to take on additional responsibilities may have opportunities to advance into an Account Manager or other positions within the agency.

Career advancement is based on individual performance, readiness, demonstrated competency, and the needs and opportunities available within the agency.