Job Title: Commercial Lines Customer Service Representative (CSR)
Reports to: Manager
FLSA Classification: Exempt
Date: November 2024
Job Summary:
The Commercial Lines Customer Service Representative (CSR) supports the agency by working closely with Producers to manage new and existing commercial insurance accounts. This role is responsible for providing excellent client service, including preparing applications, obtaining quotations, processing renewals, and ensuring timely and accurate handling of policies, endorsements, and certificates. The CSR plays a key role in maintaining client relationships by facilitating smooth communication between clients, carriers, and the agency. Success in this position requires strong organizational skills, technical insurance knowledge, and a dedication to client satisfaction and agency standards.
Primary Responsibilities and Duties:
New Business:
- Collaborate effectively with agency Producers to assemble, market, and place coverage for new clients.
- Provide technical support to Producers.
- Prepare proposals and complete applications in coordination with Producers; submit applications to eligible carriers; obtain client signatures on all applications; follow up to ensure timely receipt of quotations and policies.
- Address clients' needs by producing binders, certificates, policies, endorsements, and other related items; verify accuracy using established agency checklists.
Renewal:
- Prepare summaries of insurance, schedules, and proposals as needed for account review.
- Coordinate with agency Producers to re-market renewals, create renewal proposals, and manage other renewal activities. This includes performing 120-day advance account reviews, sending renewal letters to insureds, updating Acord applications, requesting loss runs, and submitting the account 90 days prior to renewal.
- Renew policies following agency standards; verify each renewal’s accuracy; ensure all renewals are processed in a timely and accurate manner.
- Review policy audits: verify accuracy and facilitate corrections as needed between client and carrier.
- Maintain and update files in the agency management system.
- Verify policy and change information, facilitating corrections, as necessary.
- Process incoming email and mail requests, responding promptly and appropriately.
- Verify accuracy of all direct-billed cancellations and take corrective action when needed.
- Determine reasons for cancellation requests, attempt to save accounts, and notify Producers as required by agency standards.
- Process and follow up on cancellation requests to carriers to ensure accurate and timely resolution.
- Review walk-in payments for acceptability; process appropriately, providing receipts to payers.
- Assist clients in submitting initial reports of claims, facilitate prompt carrier response, and follow up on claim statuses to keep insureds informed.
Personal and Organizational Development:
- Set priorities and manage workflow to ensure efficient, timely, and accurate processing of transactions and other responsibilities, including prioritizing by urgency, business vs. renewal, policy expiration date, account revenue size, and closing potential.
- Maintain a professional and cordial relationship with clients, co-workers, carriers, vendors, and other business contacts.
- Utilize effective communication skills, cooperate purposefully, and provide information and guidance as needed to achieve the business goals of the agency and Producers.
- Demonstrate strong ethical values and integrity.
Knowledge, Skills, and Abilities:
- Active Property and Casualty License preferred; training offered for the right candidate.
- Experience in commercial lines insurance preferred.
- Proficiency in verbal and written communication, with the ability to explain complex issues.
- Ability to interpret and respond to complex information effectively.
- Thorough, detail-oriented approach to managing multiple clients, tasks, and requests.
- Knowledge of commercial lines insurance products, markets, and industry operations, preferred.
- Ability to perform simple calculations and utilize computer programs efficiently.
- Familiarity with or willingness to learn AMS360 and proficiency in Microsoft Office and Google Suite tools.
Education:
- High school diploma or equivalent required; associate or bachelor’s degree in a related field preferred.
- Continuing education in insurance-related courses is required to maintain your license.
Physical Requirements:
- Must be able to perform 80% sedentary work, with occasional lifting of up to 20 pounds.
- Occasional reaching, standing, and stooping may be required.
- Visual clarity and field of vision to observe detailed information on screens and documents.
- This position works onsite, in the office, 5 days per week, Monday – Friday.
Working Conditions:
- High-pressure, demanding environment with multiple, complex tasks requiring accuracy and speed.
Americans with Disabilities Statement
Must be able to perform all essential functions of this position with reasonable accommodation if disabled.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Atlantic Insurance & Benefits reserves the right to modify position duties at any time, to reflect process improvements and business necessity.
