Commercial Lines Customer Service Representative (Remote Position) Job Description

Hey! What if you could take a subject like insurance and combine it with a team of friendly, caring and encouraging co-workers? How about an insurance agency that combines building trust, earning loyalty and offering value with the tech tools of today? We are growing and we need your expertise! Cross Insurance is a well established agency that is looking for another great personality to join our team where everyone is treated as an individual and not just another number. 

Mission of Commercial Lines 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 first line of defense on all service items and passing the ones that require a Commercial Lines Account Manager. To 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

  • Minimum 1 year commercial experience, 2-3 years is a plus 
  • Designated workspace for remote work, private, professional. 
  • 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 Licensed and Unlicensed is acceptable. If unlicensed, prefer obtaining a license within the first year of hire. 
  • 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, Lastpass and with ability to quickly learn proprietary software 
  • Knowledge in CMS Hawksoft, is plus 
  • Bi-lingual in Spanish, is plus 

Desired Outcomes of this Role

  1. Responsible for handling on a priority basis, issuing certificates of insurance, binders, evidence of insurance and auto ID Cards, updating L&I online.
  2. Process endorsements, either assigned by Account Manager or requested by the customer.
  3. Provide customer service/assistance regarding billing questions.
  4. Relentlessly work to update contact information on each and every call.
  5. Invoicing
  6. Premium Audits
  7. Create, Process and Follow-up on any Premium Financing.
  8. Answer phones, emails, text to support the account managers and underwriters requests.
  9. Diligently screen calls, emails, text and any correspondence to handle any service tasks that are indicated in this job description.
  10. Supporting the implementation of new clients and lines of coverage by setting up accounts, collecting needed documentation, and reviewing plan details with client and carrier.
  11. Participating in the retention of renewal business. Interacting with Account Managers to prepare coverage specifications, applications, underwriting data and related information in the marketing of insurance products.
  12. Engage with the accounting department and account manager for collection/invoicing/premium audits/processing of monies. In order to assist in the collection efforts and billing discrepancies.
  13. Document all conversations and interactions with customers, carriers and agents in CMS.
  14. Proactively work with commercial account managers to take work from their desks that can be handled within your role.
  15. Clearly and effectively communicate to the clients to manage expectations both via the phone and email. This includes taking a proactive approach.
  16. Follows up to ensure timely receipt of quotations and policies from carrier.
  17. Work to support the marketing and branding team in the following ways
  18. Proactively learn and grow knowledge of insurance coverages and carrier appetite.
  19. Other responsibilities as directed by your manager.

Benefits:

  • Company Paid Health Insurance 
  • Dental and Vision  
  • 401(k) plan with employer match 
  • Company Paid Holidays plus Paid Time Off 
  • Company Paid Life & Long-Term Disability Insurance

Feedback:

  • Every 90 days you will meet with your sales manager to review any bottlenecks, ideas you have to improve as well as the objectives outlined in your job description.
  • Each year you will receive a formal review.

Critical Competencies

Efficiency Able to produce significant output with minimal wasted effort.
Honesty/Integrity Does not cut corners unethically. Earns trust and maintains confidences. Does what is right, not just what is easy.
Organized & Planning Plans, organizes and schedules in a productive manner. Focuses on key priorities.
Aggressiveness Moves quickly and takes a forceful stand without being abrasive.
Follow-Through Lives up to verbal and written agreements, regardless of personal costs.
Intelligence Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
Persistence Demonstrates tenacity and willingness to go the distance to get something done.
Proactivity Acts without being told what to do. Brings new ideas to the company.
Flexibility/Adaptability Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
Calm Under Pressure Maintains stable performance when under heavy pressure or stress.
Enthusiasm Exhibits passion and excitement over work. Has a can do attitude.
Work Ethic Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
High standards Expects personal performance and team performance to be nothing short of the best.
Openness to Criticism and Ideas Often solicits feedback and reacts calmly to criticism or negative feedback.
Listening Skills Lets others speak and seeks to understand their viewpoints.
Communication Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.
Teamwork Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
Persuasion Able to convince others to pursue a course of action.

One of the principles of the agency is to raise your hand if you need help. If there is a week you are struggling to complete your outcomes, please raise your hand so we can help you prioritize. Also, since you are in sales, the more you work the more you earn.  Plan accordingly!