The Mahoney Group
Customer Service Support Representative (PL CSSR)
Job Title: Customer Service Support Representative (PL CSSR)
Department: Personal Lines
Reports To: Branch Manager & Personal Lines Manager
FLSA Status: Non Exempt
Summary
Services existing accounts including cross sales to exiting clients. Performs service functions for targeted markets, programs and sale of additional coverages as assigned by performing the following duties.
Essential Duties and Responsibilities
Include but not limited to the following. Other functions may be assigned as business conditions change.
1. Performs the functions of a CSA to include initiating and follow-up with customers and carriers to resolve problems, answer questions, correspondence and reports.
2. Prepares, processes, reviews and monitors various documents such as premiums, coverage of risk, policies, renewals, claims, applications, endorsements, binders, contracts, etc.
3. Assists customer and arranges payment terms in accordance with established guidelines.
4. Performs in a manner that will prevent errors and omissions.
5. Collects delinquent accounts on agency billed policies. (If not Producer related)
6. Prepares and calculates premiums, invoicing, commissions and other accounting related functions.
7. Creates and maintains computer files and suspense for follow-up action.
8. Provides advisory support and assistance to the department supervisor as needed.
9. Through training, exposure to daily workflows and use of carrier websites and systems gain knowledge of insurance coverages and exposures. Stay current on the insurance products and markets available to cover those exposures. Stay up-to-date on the latest developments, trends, regulations in the market place.
10. Follow agency Standard of Excellence and Best Practices procedures for processing and preparation of customer correspondence, certificates of insurance, binders, cancellation requests, insurance I.D. cards and internal correspondence as requested ensuring that activities and follow-ups are set and the client file in the agency management systems is updated and consistent with the paper file.
Supplemental Functions
Provides administrative assistance and support.
Supervisory Responsibilities
This job has no supervisory responsibilities.
The Mahoney Group
Personal Lines Customer Service Support Representative
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Competency
Customer Service:
Anticipate, meet and/or exceed customer needs, wants and expectations.
Self-Management:
Demonstrate self control and an ability to manage time and priorities.
Continuous Learning:
Take initiative in learning and implementing new concepts, technologies and/or methods.
Written Communication:
Write clearly, succinctly and understandably.
Interpersonal Skills:
Effectively communicate, build rapport and relate well to clients and associates.
Persuasion:
Able to help others to change the way they think, believe or behave.
Goal Orientation:
Energetically focus efforts on meeting goals and objectives.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma or general education degree (GED); and two to three years of related experience and/or training; or equivalent combination of education and experience. Insurance agency experience is preferred. Past experience if applicable would include basic insurance, property, forms, terminology, and other related insurance experience.
Language Skills
Ability to write business correspondence. Ability to effectively establish rapport, present information and respond to questions from managers, clients, and customers.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, pro-rata, percentages, and volume. Ability to apply concepts of basic accounting.
Reasoning Ability
High Skills. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The Mahoney Group
Personal Lines Customer Service Support Representative
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Computer Skills
Working knowledge of Microsoft Office products such as Word, Excel and Access, Outlook, and Internet Explorer.
Certificates, Licenses, Registrations
Insurance agent's license. CISR, CIC or other insurance professional designations preferred, but not required.
Other Skills and Abilities
Type 40-50 wpm. Skill and ability to operate a computer and office equipment. Skill and ability to organize and prioritize work. Skill and ability or experience in Applied Agency Management System or other similar system for client and policy file maintenance preferred.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. Travel is minimal with contact with customers in person, by phone, and correspondence.
The Mahoney Group is an EEO employer.
Our web site address: www.mahoneygroup.com
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