Answers questions and resolves problems initiated by insureds and carriers via mail and telephone. Most questions concern coverage, claims, cost or billing and may require research or referral to resolve. Significantly contributes to business retention efforts.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Answers all incoming telephone calls promptly and professionally. Identifies and responds to question or problem presented by insured in a manner that meets or exceeds client service level standards. Documents calls in accordance with department protocol.
Provides accurate information to insured, in accordance with company policy; researches when necessary, i.e., use computerized system to verify coverage, payment received, etc.
Immediately reports escalated problems, service errors or anomalies to supervisor to effect prompt resolution. Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy.
Obtains comparative quotes on personal lines insurance, i.e., automobile, homeowners, renters, etc and presents to insured.
Records claims on first report forms and remits to applicable carrier.
Accepts and logs premium payments from customers and remits to applicable carrier.
Processes correspondence received within two business days of receipt, e.g., address changes, renewals, endorsements, requests for copy of policy, etc.
Audits insurance applications for accuracy and enters new insured on computerized system. Audits new business pending files by date, following up with carriers if policy is not received timely.
Maintains logs and production-related reports.
Participates in business retention activities as directed by management.
Education and Experience:
HS diploma or general education degree (GED) and 2 years of experience in customer service and/or sales, preferably in the insurance industry; or an equivalent combination of education and experience
Basic PC proficiency
Certifications and Licenses:
NYS Property & Casualty or Personal Lines license or the ability to become licensed within 90 days of hire