AM/CSR - Commercial

Summary:

The Account Manager/Customer Service Representative (AM/CSR) - Commercial is a client interacting role responsible for servicing clients and providing support to the Commercial and Property & Casualty (P&C) insurance team. This position will work closely with existing clients to help understand their specific needs and requests as they pertain to insurance policies. An AM/CSR - Commercial is well versed in all aspects of Commercial and P&C insurance and is a key player in resolving client-related issues. It is also the objective of our AM/CSRs to assist in retaining our current book of Commercial and P&C insurance business by providing excellent customer service and administrative support. In addition, they will assist agents with new business clients as needed.

Responsibilities:

• Communicating effectively with customers, carriers, insurance reps, management and agents
• Keeping track of all customer inquiries and providing follow-up to verify that all questions are answered and/or customer policy related requests are executed
• Responsible for maintaining the agency data management system to ensure accurate and complete files
• Making decisions and helping solve problems in relation to Commercial and P&C insurance related issues
• Responsible for consistently staying up to date on all required licensing, credentialing and education
• Accountable for a comprehensive understanding of the insurance industry and compliance of Commercial and P&C insurance laws and regulations

Duties/activities include, but are not limited to:

• Answer incoming call center questions about insurance policies, coverage or claim issues, as well as consumer complaints and general inquiries
• Resolve client issues and inquiries in a suitable, efficient method
• Process all requests for service including but not limited to: new policy verification, certificates of insurance, endorsement requests, claim status or any documentation as requested by the customer
• Demonstrate accuracy while processing client policy modifications based on the data given
• Run renewal reports on a regular basis in order to process renewals in a timely manner
• Record all relevant information in the agency data management system as defined by processes and workflows
• Assist in projects or other activities as needed

Qualifications:

• Minimum 2 years of Commercial and/or P&C insurance and related customer service experience required with proper NYS licensing or ability to obtain before training
• Clean background check for potential appointments with insurance carriers
• Must be professional and outgoing in a client-facing role and possess sound interpersonal skills with an ability to build rapport with clients
• Must be able to prioritize, multitask and possess excellent organizational skills
• Excellent verbal and written communication skills required
• The ideal candidate will be enthusiastic, highly self-motivated, and be capable of working independently as well as in a team-oriented environment
• Ezlynx and Zywave/Brokerage Builder experience or knowledge a plus
• This is a fulltime (8am-5pm, M-F), non-exempt position with an hourly pay range of $23-$35/hr