Client Service Rep-Personal Lines

We are W3, an independent insurance agency founded in 1925. We have a rich history of providing quality service and unwavering commitment to our clients and community. Our agency represents an extensive list of "A rated" insurance companies to provide the best coverage, at the most affordable rates available. We have insurance products to fit the specific needs of both businesses and individual, offering commercial, homeowners, auto, boat and life insurance.

POSITION SUMMARY:

The successful candidate will be responsible for supporting the advisors in the client service aspect of managing a personal lines book of business as assigned, and consistently provide excellent customer service and leadership to accounts, as well as represent client needs and goals within the organization to ensure quality by performing the following duties:

JOB DUTIES:

* Work collaboratively and cooperatively with others, with a commitment to a workplace of dignity and respect, in compliance with equal employment opportunity standards and regulations.

* Accept coaching from supervisors and managers, in compliance with the Agency's policies and procedures.

* Take and process premium payments from clients.

* Rate policies and be familiar with carrier underwriting guidelines (marketing, quoting, binding of personal insurance products).

* Check new and renewal policies for accuracy in rating, typing, coverage, signatures. Ensure that these items are delivered and/or mailed to client.

* Receive phone calls from clients and companies regarding insurance, claims, or administrative problems, and comply with the request.

* Analyze policy transactions and correct company records to adjust errors.

* Interpret policy provisions to determine methods of effecting desired changes, type of insurance, or change in method of payment.

* Input customer applications into the agency management system from the carrier rating applications.

* Assist Personal Insurance Advisors with all customer service responsibilities.

* Update computer for cancellations, reinstatements. Send out form letter to clients as applicable.

* Provide superior customer service to clients.

* Report issues and follow up for resolutions with carriers and clients.

* Assist in completion of Underwriting audits as required.

* Assist in data entry, projects, creating client portfolios as similar tasks.

* Handle routine correspondence between carriers, agency and insured.

* Maintain a working knowledge of the insurance marketplace, including specific coverage and industry targets.

* Maintain electronic files in an orderly, up-to-date manner and with our current status guidelines.

* Monitor personal continuing education requirements to ensure compliance with licensing requirements. Attend classes as necessary.

* Provide backup support to the CSR team and Advisors.

* Become familiar with and follow Agency guidelines, policies and procedures.

This is not an exhaustive list of all duties and responsibilities. Other duties and responsibilities may be assigned, based on Agency needs.

REQUIRED EDUCATION & QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Florida 4-40 or 2-20 License Required

* High School Diploma/GED Required

* 3 or more years experience in personal lines insurance

* Solid understanding of all lines of Florida Personal insurance

* Ability to build rapport with each customer through active listening

* Experience dealing the multiple insurance carriers

* Knowledge of Applied "EPIC" Agency Management System beneficial

* Proficient with Microsoft Word and Excel

COMPETENCIES:

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands, speak and hear. The employee is frequently required to stand and walk. The employee is occasionally required to reach with hands and arms. The employee must frequently lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: This job operates in a professional office environment. The overall noise level in the work environment ranges from low to moderate.

Compensation & Benefits

Being a part of IMA has its benefits. When you become part of the IMA family, you become eligible to take part in our valuable benefits and rewards package designed to benefit you, your family, and your life. Our plans are cost-effective, convenient and provide progressive ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life. This role is eligible for the following:

Annual Performance Bonus, Stock Purchase, Medical Plans, Prescription Drugs, Dental, Vision, Family Assistance Program, FSA, HSA, Pre-Tax Parking Plan, 401(k), Life/AD&D, Accident, Critical Illness, Hospital Indemnity, Long Term Care, Short-term Disability, Long-term Disability, Business Travel Accident, Identity Theft, Paid Time Off, Flexible Work Options, Paid Holidays, Sabbatical, Gift Matching, Well-Being Stipend, Personal and Professional Development. In addition to our robust benefits package, the final offer amounts will depend on a variety of factors, including the candidate's geographic location, prior relevant experience, and their knowledge, skills, and abilities.

* These benefits do not apply to internship roles.

Why Join IMA?

We've built a reputation for putting our associates first

What if we told you that you could be an integral part of an entrepreneurial, expanding company, develop lasting relationships, earn competitive benefits, plus claim part ownership? It's this unique ownership business model that makes working at IMA so appealing.

We work in teams. We sell in teams. We win and prosper as a team

We provide support systems and resources that enable each of our associates to focus on what they do best. And as an independent company based in the Midwest, we're big enough to write business all over the world and small enough to implement your ideas quickly.

We are recognized nationally as a leader in our industry

* 2020-2023 Business Insurance Magazine Best Places to Work in Insurance

* 2023 Inc. Magazine's Best Workplaces

* 2023 Denver Business Journal's Best Places to Work

* 2022-2023 Connecticut Top Work Places

* 2021-2023 Inc. 5000's List of Fastest Growing Companies

* 2019-2022 Civic 50 Colorado Honoree Recognizing 50 Most Community-Minded Companies

* 2022-2023 Kansas City Business Journal's Best Places to Work

* 2021-2023 Charlotte Business Journal's Best Places to Work

* 2021-2023 Los Angeles Business Journal's Best Places to Work

* 2021-2023 The Salt Lake City Tribune Top Work Places

* 2021-2022 Puget Sound Business Journal's Washington's Best Workplaces

* 2021-2022 Wichita Business Journal's Best Places to Work, #1 in extra-large category

* 2021 Dallas Business Journal's Best Places to Work

* 2021 Alaska Journal of Commerce's Best Workplaces in Alaska

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

The IMA Financial Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, The IMA Financial Group, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.