Personal Lines Customer Service Representative Bilingual Spanish

About Us

Sumra Agency Inc - All State Insurance Company is an independently owned and operated agency. The insurance industry is growing, with an upcoming worker shortage increasing demand for professionals. Insurance professionals—such as brokers, underwriters, and claims representatives—help prepare people for the future by providing valuable customer service and expertise.

About the Role

The Personal Lines Customer Service Representative (CSR) maintains solid customer relationships by handling personal lines insurance coverage inquiries and concerns with speed and professionalism. This role involves daily interaction with customers, insurance carriers, and fellow employees while conducting specific service and marketing activities.

Responsibilities

• Answer customer calls and correspondence regarding new or existing insurance policies and service all claims.
• Perform administrative duties such as answering phones, greeting visitors, and assisting with mail.
• Work with prospects to pre-qualify and understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
• Set appointments and/or client calls to review existing policies, revise liability limits, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
• Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.
• Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.

Requirements

• Hold the insurance license required by your state.
• Personal lines insurance account management experience or comparable work experience.
• Strong knowledge of insurance products, rating procedures, underwriting procedures, coverages, and industry operations.
• Strong customer focus and excellent phone manner, with strong written and verbal communication skills.
• Excellent math and reading skills to accurately perform simple calculations.
• Ability to handle difficult customer phone calls and solve complex problems without direct supervision.
• Strong sense of urgency, attention to detail, organization, multitasking, and time management skills.
• Proficiency with technology and computer systems, including agency management systems.

Benefits

• Competitive salary plus commission and performance-based bonus.
• Signing bonus.
• Paid time off.
• Opportunity for advancement.
• Training and professional development in account management and customer service.
• 401(k) matching.
• Health insurance.
• Job stability in a growing industry.

Pay

$40,000.00 - $80,000.00 per year.