Personal Lines Customer Service Representative

Title: Personal lines Customer Service Representative

Reports to: Personal Lines Team Leader

Description of Responsibilities:

The Customer Service Representative (CSR) provides day-to-day service to policyholders, fellow employees, and insurance carriers. The CSR is responsible for helping their team, and HMS achieve growth and retention objectives by providing timely, accurate, friendly and professional service to all customers.

Key Duties & Accountabilities:

• Provide exceptional customer service
• Assisting customers regarding policy coverage, billing questions and claims.
• Answer phone calls and emails promptly and professionally.
• Return phone calls and respond to emails in a timely manner.
• Exceed the customers expectations.
• Continually look for new ways to better serve our customers.

• Process new business, renewals, and endorsements in an accurate and timely manner.
• Follow all HMS guidelines and procedures.
• Manage Open Activities and keep them up to date.
• Properly document the customers account.
• Review download report daily and notify Account Manager of any issues.
• All Direct Bill renewal policies renewed in the month they are effective.
• All Agency Bill renewal offers sent to insured at least 30 days in advance of the renewal.
• All endorsements processed promptly and checked for accuracy.
• FR-19 requests completed and mailed the day they are received.

• Provide quality claims service.
• Prompt response to requests for information from the customer, adjuster, or appraiser.
• Enter accurate claim detail in customer file.

• Support Personal Lines Account Managers, Sr. CSR and Accounting Department
• Enter accurate policy detail in customer file.
• Accurate and prompt billing.
• Prompt response to correction request and request for information.
• Assist with coverage and marketing letters.
• Assist with overflow phone calls.
• Cross-sell and up-sell when talking with clients.
• Assist with quoting when needed on policy changes, new business and remarketing.
• Assist with overflow of work and special projects as needed.
• Assist with remarketing.
• Accurate and prompt billing.
• Prompt response to billing discrepancies and inquiries.

• Establish and maintain good working relationships with Insurance Carriers.

• Complete and accurate applications and change requests.
• Knowledgeable of Insurance Carrier procedures.
• Adept at navigating Insurance Carrier website, processing changes and obtaining quotes.
• Respond promptly to requests for information.

Qualifications:

• High School diploma required.
• 1-3 years of personal lines insurance experience or 1-3 years of customer service or relevant experience.
• P & C license strongly preferred. Employee will be required to obtain their license within 90 days of the start of employment.
• Strong customer service focus.
• Strong written and verbal communication skills.
• Organizational skills to successfully handle multiple tasks.
• ATTENTION TO DETAIL.
• Excellent listening skills.
• Demonstrated problem solving and critical thinking skills to resolve customer service issues.
• Proficient with typing and data entry.
• Strong computer skills. The ability to navigate various systems, and use Microsoft Word and Excel.
• Must be a team player with a positive can do/will do attitude.