Personal Lines Call Center Specialist

The full Personal Lines Call Center Specialist job description contains more information on this position.

• 1. Responds immediately as the first person of contact to incoming inquiries for service from customers or prospects via the phone queue system TouchPoint, taking ownership of the inquiry to ensure customer satisfaction and policy retention as well as handling calls in a timely, professional and friendly manner.
• 2. Confidently discusses options and makes recommendations for policy suggestions/changes. Be prepared to respond to frequently asked questions.
• 3. Achieves expected standards in up-selling/cross-selling by reviewing existing customers' policies and asking the appropriate questions that will result in cross-selling additional policies and upselling needed features to current policies.
• 4. Collects and enters prospect information into our system in order for the quoting process to begin.
• 5. Participates in training in order to inform and recommend coverages and solutions to insureds over the phone, in a consistent manner with the rest of the Agency's personnel.
• 6. Assists the Processing team with nonpayment and renewal notices during downtime, making calls to insureds and notifying CSR's when policies are due to cancel, and initiates any necessary contact with carriers to mitigate policy reinstatement whenever possible or necessary.
• 7. Acts as quality control, ensuring that all required documentation is in our file and that the agency standards for timeliness and accuracy are being met, reporting any violations to the appropriate agency manager. Quality control also extends to verifying the accuracy of all information in the customer database.
• 8. May be required to transmit some requests for policy changes to our insurance partners within the required timeframe, utilizing the specific delivery method for each carrier, confirming receipt of the revised policy declarations and mailing insured copies to the customer along with the appropriate letter.
• 9. Assists the Account Manager with customer service activities as needed or as time permits.
• 10. Cross-sells Greylock products (referrals) to non-Credit Union members, as well as having a basic understanding of the products and services the Credit Union has to offer.

• Promotes the Greylock Insurance Agency wherever and whenever possible; encouraged to actively represent the Agency in local civic, community and professional organizations.
• Responsible for company-specific trainings.

• High school diploma or its equivalent.
• Ability to organize multiple projects.
• Excellent verbal communication, telephone etiquette, and customer service and organizational skills.
• Attention to detail and ability to multi-task.
• P&C License Preferred.

The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties both related and unrelated to the above responsibilities may be assigned and therefore, required. Supports other areas of the Agency as needed.