Mission of Commercial Lines Customer Service Representative
To serve the commercial customer base so extraordinarily that clients tell their friends and family about the agency. By using rapport building and excellent communication skills, this role will work to solve commercial clients’ problems effectively and efficiently. This includes being the first line of defense on all service items and passing those that require a Commercial Lines Account Manager. The role will proactively work with the Commercial Team and relentlessly support the Commercial Lines Account Manager.
Commercial Lines Customer Service Representative Requirements
REMOTE POSITION: Designated workspace for remote work, private, professional
Bi-lingual is a plus
Minimum 1 year commercial experience, 2-3 years is a plus
Adequate technical knowledge of commercial lines coverage
Some experience with various carriers and working directly with their underwriters
Some experience utilizing online rating software and various insurance carrier online systems
Valid P&C license preferred; if unlicensed, obtaining a license within the first year of hire is preferred
College degree not required
Proficient use in technology/PC competence for computer/online work systems/programs including but not limited to Outlook, Word, VOIP phones (Ring Central), Microsoft Teams, One Drive, Keeper, and the ability to quickly learn proprietary software
Knowledge of CMS QQ, NowCerts, and Agency Zoom is a plus
Desired Outcomes of this Role
Responsible for handling, on a priority basis, issuing certificates of insurance, binders, evidence of insurance, and auto ID cards, and updating management system
Process endorsements, either assigned by Account Manager or requested by the customer
Provide customer service/assistance regarding billing questions
Relentlessly work to update contact information on each and every call
Invoicing
Premium audits
Create, process, and follow-up on any premium financing
Answer phones, emails, and texts to support the account managers and underwriters' requests
Diligently screen calls, emails, texts, and any correspondence to handle any service tasks that are indicated in this job description
Support the implementation of new clients and lines of coverage by setting up accounts, collecting needed documentation, and reviewing plan details with clients and carriers
Participate in the retention of renewal business by interacting with Account Managers to prepare coverage specifications, applications, underwriting data, and related information in the marketing of insurance products
Engage with the accounting department and account manager for collection/invoicing/premium audits/processing of monies to assist in collection efforts and billing discrepancies
Document all conversations and interactions with customers, carriers, and agents in CMS
Proactively work with commercial account managers to take work from their desks that can be handled within your role
Clearly and effectively communicate to clients to manage expectations both via phone and email, taking a proactive approach
Follow up to ensure timely receipt of quotations and policies from carriers
Work to support the marketing and branding team in various ways
Proactively learn and grow knowledge of insurance coverages and carrier appetite
Perform other responsibilities as directed by your manager