Job Description

Personal Lines Customer Service Representative (CSR)

Job Overview:

We are seeking a reliable and customer-focused Personal Lines Customer Service Representative (CSR) to join our team. The ideal candidate will have experience in providing exceptional service to personal insurance clients, handling day-to-day account management tasks, and ensuring smooth operations for policyholders. In this role, you will assist with policy renewals, endorsements, claims, and overall account servicing, ensuring clients receive the highest level of customer satisfaction.

Key Responsibilities:

• Client Account Management: Provide excellent customer service by managing personal insurance accounts, answering client inquiries via phone, email, or in-person, and ensuring their insurance needs are addressed.
• Policy Servicing: Assist with policy changes, endorsements, cancellations, and renewals. Ensure that policies are updated accurately and in a timely manner.
• Quote Preparation: Assist account managers and producers in gathering information and preparing quotes for personal insurance products, including auto, home, renters, and other related coverage.
• Claims Support: Serve as a liaison between clients and insurance carriers for claims-related inquiries. Assist clients throughout the claims process and help resolve any issues or questions.
• Documentation & Compliance: Ensure all client records and policy documentation are accurately maintained and comply with industry regulations and internal procedures.
• Billing & Payments: Assist clients with billing inquiries, premium processing, and ensuring payments are completed on time. Resolve any discrepancies with billing or payments efficiently.
• Customer Retention: Assist with the renewal process by contacting clients prior to renewals to review policy details, make necessary updates, and ensure continued satisfaction and retention.
• Problem Resolution: Address and resolve client concerns in a timely and professional manner, ensuring that issues are handled and clients remain satisfied.
• Cross-Selling: Identify opportunities to cross-sell additional personal insurance products (e.g., life insurance, umbrella policies) to existing clients.
• Collaboration: Work closely with producers, account managers, and other team members to ensure that clients' needs are met, and accounts are properly serviced.

Qualifications:

• Experience: A minimum of 1-3 years of experience in personal lines insurance, customer service, or account management.
• Knowledge: Basic understanding of personal insurance products such as auto, home, renters, life, and umbrella policies.
• Customer Service Skills: Strong communication and interpersonal skills, with the ability to build and maintain positive relationships with clients and team members.
• Attention to Detail: Highly organized and detail-oriented, with the ability to track client accounts, maintain records, and ensure accuracy in all aspects of policy servicing.
• Problem-Solving Skills: Ability to address and resolve client concerns quickly, with a focus on providing solutions that meet client needs.
• Technology Proficiency: Proficiency with insurance software, CRM systems, and Microsoft Office Suite (Excel, Word, Outlook).
• Insurance License: Active Property & Casualty Insurance license (or willingness to obtain, as required by state/province regulations).

Preferred Skills:

• Certifications: Industry certifications such as CISR (Certified Insurance Service Representative) or similar are a plus.
• Experience: Experience working with a variety of personal lines clients and a deep understanding of the personal lines insurance market.
• Time Management: Ability to effectively prioritize and manage multiple tasks while maintaining high levels of accuracy and attention to detail.

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