Customer Service Agent

Job Description

Job Description

Insure Forward, a division of Bank Forward. Working for a widely respected company with a rich tradition, in an atmosphere of enthusiasm, positivity, with a culture grounded in teamwork focused on the future is what can be expected…It’s Simply the Forward Way!

Compensation Range : $20.00-33.00/hr, depending on experience.

Benefits: Health (Traditional and HD plan options), Dental, Vision, Medial & Dependent Care FSA, HSA, 401k, Employee Stock Ownership, Company paid Life and Long-term disability insurance, Voluntary paid benefits, Paid Time Off, Holidays. Extended Medical Absence Leave.

Work Hours: Full-time; Monday through Friday, 8-5pm.

Key Responsibilities:

• Manage new and renewal insurance policies, ensuring accuracy, completeness, and timely processing
• Serve as a primary point of contact for clients, responding to inquiries, policy changes, and service requests with professionalism and urgency
• Review client accounts proactively to identify coverage gaps and recommend appropriate solutions
• Prepare quotes and remarket policies to provide competitive options that meet client needs
• Support sales efforts by identifying cross-sell and upsell opportunities within existing accounts
• Process policy transactions including renewals, endorsements, changes, claims, and premium payments
• Review carrier downloads for accuracy and handle invoicing for all applicable transactions
• Maintain and update carrier-specific rate and forms manuals when not available through online systems
• Build and maintain strong client relationships to support retention and long-term satisfaction
• Organize and maintain accurate, confidential client files in compliance with company policies and industry regulations
• Collaborate with team members and carriers to resolve issues and ensure a seamless client experience

Skills / Requirements / Qualifications:

• Property & Casualty insurance license required or willingness to obtain within six months of employment
• High school diploma or GED required
• Strong customer service and interpersonal skills with a client-first mindset
• Sales-oriented approach with the ability to identify opportunities and recommend solutions
• Excellent communication skills, both written and verbal
• Proficiency with computer systems and ability to learn agency management software

Equal Opportunity Employer