Commercial Lines Customer Service Agent

About the role

Commitment to service and maintaining existing accounts while empowered to uncover opportunities for increasing business.

Responsibilities

• Provides professional, courteous service to our clients, carrier representatives, underwriters, business partners, and Burns Insurance colleagues.
• Be primary point of contact for all incoming service calls.
• Process quotations, binders, certificates of insurance, new business, renewals, cancellations, endorsements, and first report of claims as needed.
• Maintain complete and accurate files and input necessary data on the company's agency management system.
• Provide support to our Sales staff in obtaining, maintaining, and expanding business.
• May also be responsible for account rounding and the development of new business as appropriate and in accordance with standard practices, policies, and procedures.
• Acts as liaison between clients and insurance carriers to resolve escalated complex service issues. May also negotiate with underwriters and carriers. Troubleshoots claims and billing issues.
• Develops new business from existing accounts and contributes to meeting departmental production goals. Identifies and follows-up on cross-selling opportunities when appropriate.
• Execute daily job responsibilities, including responding to voice mail, email and client inquiries in a timely manner.
• Maintain service standards as outlined in the procedure manual.

Skills

• Client focused.
• Superior customer service.
• Capable problem-solving skills.
• Superb communication skills.
• Computer savvy – Microsoft products.
• Collaboration skills.
• Takes initiative and exhibits self-motivation.
• Attentiveness and active listening skills.
• Time management skills.
• Ability to multitask.
• Goal-oriented.

Qualifications

• High School diploma or equivalent.
• Hold Wisconsin insurance license or secure within first 90 days of employment.