Commercial Lines Service Specialist- Trainee

General Summary

The Commercial Lines Service Specialist services the company’s agency force and Commercial Lines Underwriting department through Service Center activities in order to provide exceptional service standards for our customers.

• Receives, reviews, and evaluates updated client data;
  Enters updated data on computer;
  Communicates with agent if additional information is needed;
  Refers unacceptable – and/or exceeded letter of authority - client data to Underwriter.
• Receives and services incoming communication from external customers and business partners (phone, email, chat, mail etc.).
• Adheres to call‑center service standards, including:
• scheduling adherence,
• online presence
• average handling time
• quality expectations.
• Assists with troubleshooting and answering questions pertaining to the functionality within Agent Access, Ohio Mutual’s online agency portal, and any other customer‑facing portal as needed.
• Reports and resolves issues pertaining to the Service Center and its functions.
• Works in a team environment to promote and support unit, department, and organizational goals; communicates effectively, gets along with co‑workers, and deals with colleagues professionally.
• Quotes certain classes of new business in support of underwriting unit.
• Supports our corporate and departmental “Strategies on a Page” as needed.
• Enters non‑standardized work into inventory log.
• Participates in continuous improvement events, including team huddles and problem‑solving initiatives for the Commercial Lies Service Center team.
• May perform special projects as assigned.
• Performs other duties as assigned.

• Normal office working conditions; remote working conditions available.
• Sitting and remaining at workspace for extended periods of time.
• Frequent and extended use of computer, and associated eyestrain and fatigue.

• General knowledge of insurance and Commercial Lines guidelines.
• Good interpersonal communication skills to work effectively with other associates.
• Demonstrates a strong customer experience acumen.
• Concentrates and pays close attention to entry detail, including proofreading.
• Effectively manages frequent interruptions.
• Knowledge of Microsoft Office products and the ability to learn new technology platforms.
• Listens, interprets, and accurately keys information while communicating with customers.
• Ability to process and handle information with confidentiality.
• Essential to maintain concentration and demonstrate keen attention to detail.

• High school diploma or equivalent.
• College Degree in Business or related major preferred.

• Limited supervision.
• The nature of the work is such that it is performed mostly on own responsibility after assignment with some choice of method.
• Occasionally develops own methods.

• None