Job Details

Description

The Customer Service Representative obtains, maintains, and services personal lines accounts and consistently reviews policies, computer detail, and endorsements for possible mistakes that could lead to an errors and omissions claim. This position requires a highly organized individual, able to work independently with minimal supervision. The Customer Service Representative provides strong customer service to clients and builds professional relationships with clients and carrier representatives. The Customer Service Representative must perform to the ethical standards required by the Colorado Department of Insurance and Moody Insurance Agency, Inc. This position is in-office Monday-Friday 8am-5pm (this role is not remote).

Job Functions:

Following is a brief outline of essential tasks for the Customer Service Representative position, but other responsibilities and duties may be assigned:

• Manage client relationships and provide exceptional customer service. Customer service should be consultative, with a focus on understanding customer expectations and striving to exceed them.
• Provide quotes for existing customers as well as call-in and referral business. Rate policies or check previously rated policies for proper rating and use automated systems to develop accurate information. Evaluate loss potential due to catastrophe, severity, and/or frequency. Suggest appropriate coverage changes or additions.
• Review and remarket accounts for timely renewals. Prepare and analyze account information including loss data, new rates, etc. and review with client, suggesting appropriate changes.
• Research and analyze market changes throughout the year and communicate these to clients, suggesting appropriate changes to policies as necessary.
• Review contractual language as requested by clients; suggest policy changes or updates as necessary.
• Order coverage within company binding authority and/or agency guidelines. Process endorsements directly on carrier systems for any client changes, additions, or new coverage.
• When appropriate, cross-sell current books of business and coordinate with new service-line Producer to ensure follow-up.
• Research and resolve billing disputes; act as liaison between customer and carrier to resolve claims issues.
• Process cancellation notices.
• Follow up on suspense items daily, in accordance with department policy.
• Maintain a current, active license always. Complete Continuing Education classes as required to maintain license, or as requested by Management. Should hold or be working toward at least one of the following insurance designations: CISR or other as assigned by management.
• Other duties as assigned.

• $18.50-$23.00 per hour based on experience.

• Able to read and write in English.
• High School diploma or equivalent required. College degree or equivalent job experience in insurance, communications, or another related field preferred.
• Must possess a valid Colorado Property and Casualty License; insurance designations such as CIC, CRM, CPCU, or ARM strongly desired.
• Minimum 2 years Personal Lines Insurance experience with increasing responsibility.
• Ability to handle a Personal Lines book up to $400,000 in revenue with a maximum of 350 customers.
• Experience in handling High Net Worth clientele.
• Excellent written and verbal communication skills; experience building and delivering formal training desired.
• Outstanding consulting, sales and negotiating skills.
• Strong customer service, team and mentoring capability required; must interact effectively with staff, customers, co-workers, and management.
• Strong attention to detail.
• Solid organizational skills and ability to work efficiently under strict time constraints.
• Proven ability to analyze and solve problems.