Customer Service Representative

About the role

This position serves as the primary point of contact for policyholders and brokers, handling inquiries, claims, and administrative tasks to ensure smooth operations and customer satisfaction.

Responsibilities

• Answer calls for all departments from the main customer service telephone number following company standards.
• Assist customers with general information about claims and underwriting.
• Handle internal and external billing inquiries for insurance premiums, including assisting with e-payments and delinquency.
• Manage incoming emails sent to the Customer Service email address.
• Log all new business submissions.
• Set up all new claims received via phone, email, or fax.
• Obtain DNB reports.
• Process Loss Run Requests and direct brokers to the Producer Portal.
• Provide training to brokers on the Producer Portal.
• Handle outbound phone calls for potential weather-related claims.
• Provide backup support to other Customer Service Representatives to ensure company standards are met.
• Perform all other duties as assigned.

Requirements

• Insurance experience, preferably in commercial insurance.
• Must obtain Property & Casualty Agent's license.
• Must participate in the Company’s continuing education opportunities.
• Proficiency in Microsoft software required.
• Comfortable working in a paperless environment.

Skills

• Strong oral and written communication.
• Ability to work in a multi-functioning and fast-paced environment.
• Ability to work through difficult situations with customers.
• Ability to prioritize workload.

Physical Requirements

• Ability to communicate effectively by telephone.
• Ability to sit for extended periods of time and to move intermittently throughout the workday.
• Ability to travel solo for work functions.