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Customer Service Representative Job Description

Anderson Insurance Agency, Jane E. Anderson-Wymer Owner

Position Title: Customer Service Representative

Reports to: Jane E. Anderson-Wymer and Randy Wymer—Owner/Management/Producers

  1. Summary
    • Performs the essential functions of the position including fulfilling client’s requests, with regards to their insurance policies, and assisting producers/owners as necessary. Provides prompt, efficient, high-quality service to policyholders, potential clients and owner/management/producers.
  2. Essential Job Functions
    • Receive phone calls and office visitors requesting changes to existing coverage and/or new policies. Gather information and determine acceptability and placement. Complete applications or endorsements requests, and collect premium when applicable.
    • Maintain timely and thorough customer and carrier interactions to minimize the potential for error and omissions claims.
    • Review existing accounts to determine if additional lines of insurance should be solicited and do so by mail and phone.
    • Review existing accounts at least 30 days prior to renewal to determine if non-standard policies can be rewritten in a standard program.
    • Receive and review all cancellations to determine necessary actions.
    • Handle premium collection and cancel policies when necessary.
    • Maintain own follow-up and suspense file on outstanding orders and correspondence. Follow-up on all overdue and suspense items. Maintain expiration control log.
    • Actively solicit increase in coverage or rounding out of accounts through sales to clients at every service contact.
    • Actively seek referrals from current client base to solicit for new business prospects; follow up to generate new business using prospect database and automation system.
    • Process renewals
    • Maintain working knowledge of all rating products and processes.
    • Document ALL conversations (phone, face to face, email, text) with clients and prospects in an activity log and/or client file.
    • Perform other functions as assigned by management.
  3. Knowledge, Skills and Abilities
    • Have genuine concern for clients’ security and protection.
    • Be willing to pursue insurance education/licensing (if not already achieved).
    • Must have good communication skills, both verbal and written.
    • Have a pleasant telephone personality.
    • Be computer literate and have typing ability.
  4. Other Requirements
    • Must acquire PA Insurance license within the first 6 months of employment.
    • Must be physically able to work a minimum of 40 hours per week in the office.
    • The employee is regularly required to see, hear, and project voice well enough without amplification.
    • Ability to use a personal computer, calculator, typewriter and various agency software programs.
  5. Closing
    • This job description is not intended as a contract and is subject to unilateral change and revision by management with or without notice at any time. Any written contractual agreements will supersede this job description.

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