Client Service Representative I

Southwestern Insurance Group was founded on the idea that insurance can be more than just an afterthought, but rather an important part of your life. That’s why we bring you personalized service and quality coverage options so we can work to exceed your highest expectations. We’re here to be your trusted insurance advisors so you can live your life knowing you have the protection and peace of mind you need to carry on. Most importantly, we want to build a meaningful relationship with you, your family, and your business in the work that we do.

About the role

The Client Service Representative I is responsible for the day-to-day success of client relations and processes. This position assists with claims, policy changes, and billing issues, prepares and sends documents to customers and mortgage companies, and interacts with clients to provide responses to inquiries, handle overall service of existing accounts, and resolve challenges. The role supports the sales team by assisting with various administrative tasks and reports to the Client Service Manager.

Responsibilities

• Responsible for the day-to-day success of client relations and processes
• Assist with claims, policy changes, and billing issues
• Prepare and send documents to customers and mortgage companies
• Maintain and nurture client relationships
• Provide outstanding customer service by promptly responding to inquiries through phone, email, and text
• Support client onboarding and retention to guarantee a positive customer experience
• Interact with clients, handle overall service of existing accounts, and resolve challenges
• Contact clients at time of renewal to ensure established client retention rates are consistently achieved
• Support the sales team by assisting with various administrative tasks
• Utilize Rating and CRM System to efficiently manage client interactions, policy quotes, and documentation
• Actively promote and sell insurance products to existing and prospective clients using persuasive and consultative sales techniques
• Meet or exceed individual sales targets and key performance indicators (KPIs) on a consistent basis
• Perform other duties as assigned

Requirements

• High School diploma or equivalent (Bachelor’s degree preferred)
• 1 year of property and casualty insurance experience
• Property and Casualty License preferred
• Experience using CRM
• Proficient in Microsoft Office Suite
• Competent with product knowledge and able to communicate insurance policy details, terms, and coverage recommendations to clients
• Strong customer satisfaction and organizational skills
• Able to maintain a pleasant and professional attitude with team members and all visitors
• Able to be flexible and calm during high visitor traffic
• Ability to work on multiple projects simultaneously while accomplishing daily tasks
• Effective oral and written communication skills and excellent interpersonal skills
• Attention to detail, critical thinker, and problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Ability to work independently while demonstrating excellent organization and follow-through
• Demonstrates flexible and efficient time management and ability to prioritize workload
• Ability and willingness to move with purpose and a strong sense of urgency
• Self-motivated, positive, and enthusiastic
• Self-starter with a strong desire to exceed expectations and capable of supporting a team
• Maintains confidentiality and discretion
• Ability to effectively work in collaboration with others to achieve business objectives
• Willing to grow and be challenged
• Positive, charismatic, motivating, and engaging
• Attend training as requested

Schedule

Hybrid