Customer Service Agent
First Merchants Corporation 4 reviews - Anderson, IN

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Position Goals:

Provide oversight of a team of customer service agents to ensure sales initiative and customer service standards are achieved in line with agency goals and expectations.

Supervision Received:

Under the general supervision of the Manager, Customer Service Agent; Supervisor, Customer Service Agent.

Supervision Exercised:


Essential Duties and Responsibilities:

  • Resolve customer inquiries and resolve issues related to policy and coverage.

  • Prepare, process, review and monitor various documents such as premiums, coverage of risk, policies, renewals, claims, applications, changes, endorsements, binders, contracts, etc.

  • Prepares and calculates premiums, invoicing, commissions and other accounting related functions.

  • Develop and present proposals, quotes and recommend coverage based on customer needs .

  • Assist customer and arrange payment terms in accordance with established guidelines.

  • Collect delinquent house accounts.

  • Assist produces with the review of large commercial accounts at renewal time and make recommendations and changes in coverage to accounts as necessary.

  • Solicit coverage or expiration dates for insurance not carried by the agency.

  • Promote agency and insurance industry in the community.

  • Remain informed of industry developments through review of trade press and by attending insurance carrier training meetings on new products, etc.

  • Maintain current knowledge of E & O recommendations and adhere to standards.

  • Stay current on continuing education credits as required for license renewal/s.

  • Work toward approved industry certifications, e.g. CIC, CISR, etc.

  • Knowledge, Skills and Abilities :

    In addition to the list below, it is understood that all positions within the Corporation require individuals who possess a pleasant and friendly personality, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance . Further, all employees will have access to confidential, sensitive and/or non-public customer information and it is expected that each employee will have the ability to ensure their work locations and activities comply with the Information Security Policy.


    Functional/Technical Skills
    • Has the knowledge and skills to perform position essential functions successfully

    • Can gather and use resources (people, funding, support) to get things done

    • Can multi-task to accomplish goals

    • Keeps information and files arranged to accomplish work

    Peer Relationships
    • Is seen as a cooperative team player

    • Easily gains trust and support of peers

    • Can be candid with peers when issues arise

    • Encourages others to collaborate and helps the team to find solutions

    Relationship with Direct Reports

    ( Caring About Direct Reports, Fairness to Direct Reports)
    • Knows about direct reports concerns, questions, plans, problems and desires

    • Treats direct reports equitably and acts fairly

    • Has candid discussions with direct reports

    • Monitors workloads and expresses appreciation for extra effort

    Interpersonal Skills

    ( Compassion, Managerial Courage, Peer Relationships)
    • Genuinely cares about people; available and ready to help

    • Concerned about other’s work and non-work problems

    • Lets people know where they stand by providing current, direct, and actionable positive and developmental feedback

    • Faces up to people problems (not including direct reports) and situations quickly and directly

    • Seen as a team player; collaborates and is cooperative

    • Easily gains trust and support of peers by providing candid feedback and finds common ground with others

    Position Requirements:
    Education - High school diploma or equivalent GED.
    Experience - Over three (3) through five (5) years in a customer service or sales related environment.
    Other - Property and Casualty insurance licenses

    Preferred Requirements:
    Life, Health, Accident Insurance Licenses

    About this company
    4 reviews
    First Merchants Corporation is a financial holding company. Through its bank subsidiaries, the Company offers a range of financial services,...