Personal Lines Account Executive/CSR

The Personal Lines Customer Service Representative reports to Vice President of Operations. This position is largely responsible for assisting Account Executives with client accounts including all aspects of customer service and marketing.

Scope of Interaction

Interaction with all agency associates, clients, prospective clients and insurance carrier representatives.

Responsibilities and Duties

• Provide customer service to customers via phone call, e-mail and other written correspondence in addition to in-person meetings as necessary.
• Review current coverages with customers and agents recommending changes in coverage, product or carrier as deemed necessary.
• Actively solicit increases in coverage or rounding out accounts through sales to customers at every service contact.
• Actively seek referrals from current customer base to solicit for new business prospects.
• Process and review renewals for personal lines accounts as assigned utilizing the following reports as necessary: Insurance carrier expiration reports, Agency Management (TAM) reports.
• Review, process and invoice policies and endorsements ensuring accuracy.
• Review and process policy change requests initiated by customer or agent.
• Resolve customer questions regarding coverage and billing.
• Maintain a suspense system to follow up on outstanding issues, correspondence, reports and follow up on overdue and suspense items.
• Follow agency workflows and procedures.
• Follow agency service standards.
• Document Agency Management system with client changes, updates and activities as performed.
• Maintain a working knowledge of carrier products, pricing and personnel.
• Any other duties as may be assigned.