Personal Lines Customer Service Representative

Mission of the Personal Lines Customer Service Representative

To serve the 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 clients’ problems effectively and efficiently. This includes being first line of defense on all service items and only passing the ones that require an Account Executive. To proactively work with the team and relentlessly support the Account Executives.

Personal Lines Customer Service Representative Requirements
• No insurance experience necessary, but preferred
• Licensed or unlicensed is acceptable
• Full Time position
• Proficient in usage of the computer, voip phone systems, virtual meetings, etc
• Bi-lingual in Spanish, a plus
• Knowledge in CMS Hawksoft, a plus

Desired Outcomes of this Role

  • Handling daily downloads first thing in the morning.
  • Quickly sending Auto ID cards and handling mortgagee requests.
  • Assign incoming email, mail, fax and voice messages to the correct member of the personal lines team.
  • Handle basic billing questions (where to pay, who to pay, what to pay) and pass any higher level questions to the account manager.
  • Relentlessly work to update contact information on each and every call.
  • Document all conversations and interactions with customers, carriers and agents in HawkSoft.
  • First to answer all phone calls, and diligently screen the calls to handle any service tasks that are indicated in this job description.
  • Proactively work with Account Managers to take work from their desks that can be handled within your role.
  • Process endorsements assigned to you by Account Executives.
  • Clearly and effectively communicate to the clients to manage expectations both via the phone and email. This includes taking a proactive approach.
  • Runs the following weekly reports
  • Work to support the marketing and branding team
  • Proactively learn and grow knowledge of insurance coverage and carrier appetites
  • Other responsibilities as directed by your manager.

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!

Feedback:

  • Every 90 days you will meet with your 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.
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.
Routine Detailed Work Can process routine detailed work day in and day out.

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!