Commercial Lines Customer Service Agent

Summary

Commitment to service and maintaining existing accounts while empowered to uncover opportunities for increasing business.

Responsibilities

  • Provides professional, courteous service to our clients, carrier representatives, underwriters, business partners, and Burns Insurance colleagues.
  • Be primary point of contact for all incoming service calls.
  • Process quotations, binders, certificates of insurance, new business, renewals, cancellations, endorsements, and first report of claims as needed.
  • Maintain complete and accurate files and input necessary data on the company’s agency management system.
  • Provide support to our Sales staff in obtaining, maintaining, and expanding business.
  • May also be responsible for account rounding and the development of new business as appropriate and in accordance with standard practices, policies, and procedures
  • Acts as liaison between clients and insurance carriers to resolve escalated complex service issues. May also negotiate with underwriters and carriers. Troubleshoots claims and billing issues
  • Develops new business from existing accounts and contributes to meeting departmental production goals. Identifies and follows-up on cross-selling opportunities when appropriate.
  • Execute daily job responsibilities, including responding to voice mail, email and client inquiries in a timely manner.
  • Maintain service standards as outlined in the procedure manual.

Knowledge and Skillset

  • Client focused.
  • Superior customer service.
  • Capable problem-solving skills.
  • Superb communication skills.
  • Computer savvy – Microsoft products.
  • Collaboration skills.
  • Takes initiative and exhibits self-motivation.
  • Attentiveness and active listening skills.
  • Time management skills.
  • Ability to multitask
  • Goal-oriented.

Qualifications

  • High School diploma or equivalent.
  • Hold Wisconsin insurance license or secure within first 90 days of employment.