Commercial Customer Service Coordinator, Greylock Insurance

Commercial Customer Service Coordinator

Under the direction of Commercial Lines management for the Greylock Insurance Agency, performs a variety of duties in support of the insurance agency function in conformance with established Agency and Credit Union policies, strategies and procedures.

Key Job Requirements:

• Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the customers served by the Insurance Agency.
• Respond immediately to and assist Commercial Account Managers with any and all inquiries for service from customers or prospects, taking ownership of the inquiry to ensure customer satisfaction and policy retention.
• In the Agency's ongoing effort to retain business, assist the Commercial Account Managers with nonpayment notices, making calls to insureds and notifying Account Managers and/or Producers when policies are due to cancel. Initiate any necessary contact with carriers to mitigate policy reinstatement whenever possible or necessary.
• Assist the department by taking customer payments and getting them applied to the customers agency account or paid to the carrier by the various methods used by our carriers.
• Demonstrate understanding of premium financing, making calls to insureds and notifying Account Managers and/or Producers when policies are due to cancel. Be able to take and send payments to our various premium finance companies.
• Notify account managers when credits are received on policies/accounts that have been premium financed, so the account manager is able to return funds to the premium finance company.
• Processes all incoming policies (new, amended, cancelled) for the agency in accordance with established workflows and procedures; verify the accuracy of the policy declaration against the Agency Management system and the receipt of download in Epic; mark any applicable Follow-Up accordingly and confirm invoicing. Notify Account Manager of any discrepancies in quotes and any obvious coverage errors or omissions.
• Process all incoming premium audits, notify the customer and account manager when notified by the carrier that the customer has been deemed uncooperative or non-compliant with policy audit requirements, or receive a non-compliant or estimated premium audit.
• Act as quality control, ensuring that all required documentation is in our file and that the agency standards for timeliness and accuracy are being met and reporting any violations to the appropriate agency manager. Quality control also extends to verifying the accuracy of all information in the customer database.
• Transmit all requests for policy changes to our insurance partners within the required timeframe, utilizing the specific delivery method for each carrier. Confirm receipt of the revised policy declarations and mail insured copies to the customer along with the appropriate letter.
• Invoice any non-automated premium-bearing policy transactions in the Agency Management system prioritizing the current month activity to be completed prior to month end; verifying that the invoicing is done at the correct amount and proper agency commission and with any producer specific commission criteria.
• Accurately transact Agency Bill premium and non-premium transactions (company fees as well as premium taxes on Surplus Lines business) on customer accounts. Ensuring all agency bill net invoices from Premium Payable Entities are forwarded to Accounts Payable GIA in a timely manner. Ensuring that all current and previous month transactions are completed prior to month end.
• Understand basic Registry of Motor Vehicle forms and policies so you are able to assist account managers and customers with their needs.
• Comprehend and execute the required daily functions relating to policy download and automated download invoicing.
• Assist with the scanning and electronic mail delivery functions accordingly.
• Retrieval of all policy declarations from carriers that do not mail said documents to the agency, review for accuracy and where needed deliver to the insured via insureds desired method (mail, email or other digital platform).
• Receives claim assignments, claim payments and notices and document the Agency Management system, accordingly, making the Account Managers and/or management aware of any problems.
• Participate in marketing projects as outlined by the management.

Related Responsibilities:

• Promotes the Greylock Insurance Agency wherever and whenever possible. Encouraged to actively represent the Greylock Insurance Agency in local civic, community and professional organizations.

The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties both related and unrelated to the above responsibilities may be assigned and therefore, required.

Position Requirements:

• High school diploma or its equivalent.
• Ability to organize multiple projects.
• Demonstrates oral and written communication abilities.
• Able to use various types of office software, spread sheet applications and PC proficient in Microsoft Office Suite.

Supervisory Scope: None

The salary range for this role is $20.00 to $23.51 an hour. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee's pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability: With a history going back to the 1930s, Greylock has served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow: We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, values-driven, and makes a real impact in our community.

Benefits that work: Where's a great place to work and grow your career with a competitive benefits package to complement it? Greylock's health benefits, independently benchmarked, are largely market leading. We strive to offer a comprehensive package of value including a suite of health options (2 medical plan options, FSA Medical/Dependent Care, HSA/HRA, dental, vision, wellness), retirement- 401k plans with employer match & employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. We round out the package with employer paid life insurance along with both short- and long-term disability. To meet your individual needs additional life, accident, and critical illness benefits may be elected. We continue to engage with employee feedback and augment our offerings, recently adding pet insurance, and Medicare employee assistance to name a couple.