Commercial Lines Customer Service Representative

Job Title: Commercial Lines Customer Service Representative (CSR) (AKA, Account Manager)


Reports To : Operations Manager


Location- Medford, NJ


Job Description: The Customer Service Representative is responsible for the prompt, efficient, and effective processing and management of producers' and customers' requests for quotes, renewals, endorsements, claims, audits, new business, and for addressing other policy and customer information.


Job Functions:

1. Quotes - The CSR, in partnership with the producer, gathers and evaluates sufficient information to market/

re-market and quote new business, additional lines, and renewal policies on behalf of agency prospects and customers within the guideline time periods defined by agency management (further time frame details TBD).

1. Renewals - The CSR receives, reviews, and processes renewals on a timely basis (time frames to be defined), which includes holding renewal review meetings with the producer(s) on at least a monthly schedule.
2. Policy Changes/Endorsements - The CSR collects information from clients and/or the producer, and processes policy changes in a timely manner as determined by agency timeline requirements, utilizing a system for scheduled follow-up as needed to assure customer satisfaction and alerting the producer to unique situations.
3. Claims - Recognizing that claims is the primary reason for clients' insurance purchases, the CSR will open, manage, and monitor claims as needed for the clients of the T.C. Irons Agency (with procedures and responsibilities varying at times from the Burlington office as compared to the other office locations).
4. Audits - The CSR will assist the client and the producer in resolving audits on a timely (TBD) basis.
5. New Business - This core element of the CSR's job (which creates a sustainable revenue stream for the agency and its associates) involves coordinating actions among the client, the carrier(s)/brokerage source(s), and the producer - so that the correct details are entered into the Agency Management System, the policy is received promptly, the delivery package is prepared for the producer, the policy is mailed if personal delivery is not going to occur, etc.
6. Other business duties as assigned by Operations Manager as needed to generate and sustain agency profitability.