Client Service Rep-Personal Lines

Overview

We are W3, an independent insurance agency founded in 1925. We have a rich history of providing quality service and unwavering commitment to our clients and community. Our agency represents an extensive list of A rated insurance companies to provide the best coverage, at the most affordable rates available. We have insurance products to fit the specific needs of both businesses and individual, offering commercial, homeowners, auto, boat and life insurance.

The successful candidate will be responsible for supporting the advisors in the client service aspect of managing a personal lines book of business as assigned, and consistently provide excellent customer service and leadership to accounts, as well as represent client needs and goals within the organization to ensure quality by performing the following duties:

• Work collaboratively and cooperatively with others, with a commitment to a workplace of dignity and respect, in compliance with equal employment opportunity standards and regulations.
• Accept coaching from supervisors and managers, in compliance with the Agency's policies and procedures.
• Take and process premium payments from clients.
• Rate policies and be familiar with carrier underwriting guidelines (marketing, quoting, binding of personal insurance products).
• Check new and renewal policies for accuracy in rating, typing, coverage, signatures. Ensure that these items are delivered and/or mailed to client.
• Receive phone calls from clients and companies regarding insurance, claims, or administrative problems, and comply with the request.
• Analyze policy transactions and correct company records to adjust errors.
• Interpret policy provisions to determine methods of effecting desired changes, type of insurance, or change in method of payment.
• Input customer applications into the agency management system from the carrier rating applications.
• Assist Personal Insurance Advisors with all customer service responsibilities.
• Update computer for cancellations, reinstatements. Send out form letter to clients as applicable.
• Provide superior customer service to clients.
• Report issues and follow up for resolutions with carriers and clients.
• Assist in completion of Underwriting audits as required.
• Handle routine correspondence between carriers, agency and insured.
• Maintain a working knowledge of the insurance marketplace, including specific coverage and industry targets.
• Maintain electronic files in an orderly, up-to-date manner and with our current status guidelines.
• Monitor personal continuing education requirements to ensure compliance with licensing requirements. Attend classes as necessary.
• Provide backup support to the CSR team and Advisors.
• Become familiar with and follow Agency guidelines, policies and procedures.

• Florida 4-40 or 2-20 License Required
• High School Diploma/GED Required
• 3 or more years experience in personal lines insurance
• Solid understanding of all lines of Florida Personal insurance
• Ability to build rapport with each customer through active listening
• Experience dealing with multiple insurance carriers
• Knowledge of Applied EPIC Agency Management System beneficial
• Proficient with Microsoft Word and Excel

• Customer Service - Manages difficult or emotional customer situations;
  Responds promptly to customer needs;
  Solicits customer feedback to improve service;
  Responds to requests for service and assistance;
  Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations;
  Listens and gets clarification;
  Responds well to questions;
  Demonstrates group presentation skills;
  Participates in meetings.
• Written Communication - Writes clearly and informatively;
  Edits work for spelling and grammar;
  Varies writing style to meet needs;
  Presents numerical data effectively;
  Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities;
  Exhibits objectivity and openness to others' views;
  Gives and welcomes feedback;
  Contributes to building a positive team spirit;
  Puts success of team above own interests;
  Able to build morale and group commitments to goals and objectives;
  Supports…