Personal Lines Customer Service Representative

Customer Service Representative

The Customer Service Representative assists in the production of new accounts and the retention of existing accounts. Provides prompt, efficient, high-quality service to designated accounts in support of agency and personal line activities.

Responsibilities

• Remarketing: Responsible for gathering the information and risk management recommendations for the renewal of designated accounts. Remarket the account in comparative rater or company website. Provide information to account representative and account manager. Work with account manager to confirm rating, prepare spreadsheets and proposals
• Renewals: check in, confirm coverages, correct errors if necessary, notify representative or manager if coverages do not meet agency standards (coverage options, increases), account rounding opportunities or excessive premium increase. Bill renewal on system. Document system per agency standards
• Endorsements: Check in and bill endorsements, if change was not processed accurately, correct endorsement on company website. Process endorsements on system or quote endorsement options when directed by account manager or representative; Document system per agency standards.
• Customer Service: Receive calls from clients, insurance company representatives and related industries. Handle and process all requests in conjunction with claims specialist. Answer questions promptly and efficiently, maintain a concern for timeliness and completeness when interacting with customers, agency and company personnel to minimize potential for errors & omissions claims.
• Confirmation of Coverage: Dealer and Mortgage phone calls. Speak to dealer and mortgage representatives; obtain any necessary policy information, provide information to account manager or representative to confirm coverage. Once confirmed, process necessary changes to policy, provide EPI or Auto Id Cards. Document system per agency standards
• Billing: process and handle all cancellation and reinstatement notices per agency procedural manual. Notify Producer and Account Manager if account is not paid. Mail cancellation confirmation if necessary. Follow up or check on billing as directed by account manager and representative. Document system per agency standards.
• Agency Management/File System: Maintain files, applications, document and update agency management per agency standards. Assist in the maintenance of company intranet and agency management system.
• Assist with Front Desk Duties and Phone Coverage.
• Assume other job responsibilities as assigned by Producer or Department Manager.

Qualifications, Education, and Licensing

• Previous experience having worked in Personal Lines of Business is preferred.
• Should have thorough understanding of Personal Lines underwriting and coverages.
• Minimum two years' experience in similar position is desirable or in Customer Service type of role in Personal Lines.
• Must have all licenses as required by the State Department of Insurance to discuss and/or sell insurance in states where the agency functions or very close to obtaining license upon acceptance of job offer.
• College degree preferred, but not mandatory
• Proficient in Microsoft Office Products including Microsoft Word, Excel, and Outlook.

Supervisory Responsibility This position has no supervisory responsibilities.

Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Position Type/Expected Hours of Work This is a full-time position: Monday through Friday, 8:30 a.m. to 5 p.m.

Travel Limited local travel may be required for this position.

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting View email address on click.appcast.io

Marsh McLennan and its affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.