Job Description

Personal Lines CSR (Customer Service Representative)

Job Overview: The Personal Lines CSR is responsible for providing outstanding service to clients by managing their personal insurance accounts. This includes assisting with new business, policy renewals, endorsements, and claims. You will be the primary point of contact for clients, addressing inquiries, making policy changes, and ensuring that client needs are met with efficiency and professionalism.

Key Responsibilities:

• Client Service & Communication:

  • Serve as the main point of contact for clients regarding their personal insurance policies, including home, auto, and other personal coverage.
  • Provide clear and timely communication regarding policy changes, renewals, and coverage options.
  • Answer questions about coverage, premiums, and billing, ensuring that clients fully understand their policies.

• Policy Administration:

  • Process new business, endorsements, renewals, and cancellations for personal lines policies.
  • Assist clients with making changes to their policies, such as adding or removing coverage, updating personal information, or modifying policy limits.
  • Review and update client accounts to ensure accuracy and completeness of information.

• Claims Assistance:

  • Guide clients through the claims process by providing instructions on how to file claims and what documentation is needed.
  • Follow up with clients to ensure claims are being processed efficiently and that any issues are resolved promptly.

• Customer Retention:

  • Work to retain clients by providing excellent service and recommending appropriate coverage options.
  • Assist in identifying cross-selling or upselling opportunities for additional personal lines products, such as umbrella insurance or renters’ insurance.

• Documentation & Compliance:

  • Maintain accurate and organized client files, including policy information, correspondence, and other relevant documents.
  • Ensure that all policies comply with applicable regulations and company standards.
  • Complete all necessary paperwork and updates in the agency management system.

• Billing & Payments:

  • Assist clients with billing inquiries and help resolve payment issues.
  • Monitor the status of policy payments and follow up with clients as needed to avoid lapses in coverage.

• Administrative Support:

  • Perform other administrative tasks, such as scheduling appointments, preparing quotes, and generating certificates of insurance.
  • Coordinate with other team members and departments to ensure smooth service delivery.

Qualifications:

• High School diploma or equivalent (some college coursework is a plus).
• 1-3 years of experience in personal lines insurance, customer service, or a related field.
• Strong knowledge of personal lines insurance products (e.g., auto, home, renters’ insurance).
• Proficient in insurance management systems (e.g., AMS 360, Applied Epic) and Microsoft Office Suite.
• Excellent communication skills, both written and verbal.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• A friendly and professional demeanor, with a focus on customer satisfaction.

Preferred Qualifications:

• Insurance certifications, such as CISR (Certified Insurance Service Representative) or CIC (Certified Insurance Counselor), are a plus.
• Knowledge of state-specific insurance regulations.
• Bilingual skills (optional but a plus in some markets).

Compensation & Benefits:

• Competitive salary based on experience.
• Health, dental, and vision insurance options.
• Retirement plan options (e.g., 401(k)).
• Paid time off and additional company benefits.
• Opportunities for professional development and continuing education in the insurance industry.

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