Customer Service Representative

Position Summary

The Insurance Underwriting Assistant within the Brokerage department is responsible for handling all aspects of service within an assigned department book of business.  This position works effectively with all members of the Broker and Associate Broker teams to provide a high level of customer service.  This position is also responsible for carrying the organization’s reputation and professional manner of conducting business into dealing with customers, carriers and colleagues.

Standards of Performance

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  Actively support and incorporate the core values of the company into daily activities
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  Maintain a positive and respectful attitude with fellow colleagues
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  Work as a team to achieve department and overall company goals
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  Demonstrate exceptional customer service skills, internally and externally, with effective communication, respect and integrity
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  Maintain confidentiality of all information related to customers, carriers, colleagues and the company
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  Be dependable and consistently report to work on time prepared to perform duties of the position.

Essential Job Functions

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  Ensure that insurance policy transactions are issued and changes are recorded accurately and according to service standards by rating and/or entering transactions. Transactions include but are not limited to endorsements, audits, cancellations and reinstatements.
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  Handle incoming service requests from customer and carrier sources. Review requests to determine proper processing. Refer to underwriter if request requires their attention.  Complete request directly if within authority limits. 
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  Handle new and renewal binding and policy issuance procedures including but not limited to reviewing applications, obtaining additional information as necessary, reviewing policies and preparing for delivery.
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  Invoice all premiums for new business, renewals, audits, cancellations and endorsements
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  Issue Cancellation/Non-renewal/Conditional Renewal notices
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  Order and process relevant underwriting information for policies including but not limited to Motor Vehicle Reports, Inspections, Loss History, etc.
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  Communicate with customers and carriers to answer questions and resolve problems
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  Update and maintain account information in the agency system accurately and efficiently
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  Adhere to and comply with organization policies and procedures, service standards and established workflows.
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  Demonstrate effective and efficient quality control through proper file documentation and maintenance to comply with organization errors and omissions standards.
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  Maintain a concern for timeliness, accuracy and completeness when interacting with customers, carriers and colleagues.
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  Actively participate in organization initiatives and support core values
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  Other duties may be assigned or required as needs arise.
  

Minimum requirements

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  High School Diploma or equivalent. College degree preferred.
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  Advanced knowledge of personal computers. Specifically Microsoft office products and database management systems.
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  Ability to organize and prioritize effectively.
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  Ability to be detail oriented.
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  Ability to manage multiple projects and consistently meet deadlines.
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  Ability to communicate effectively both verbally and in writing with colleagues, managers and public.
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  Ability to operate standard office equipment including but not limited to computers, variety of software, copiers, scanners, calculators and facsimile machines.
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  Ability to follow oral and written instructions.
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  Good analytical and problem-solving skills.