POSITION DESCRIPTION: The Customer Service Representative will perform duties primarily related to the efficient and accurate maintenance and processing of customer accounts.
JOB SCOPE: This position requires employee to perform duties with minimal supervision while operating from the established direction and instruction of the Customer Service Manager, Director of Customer Service, VP of Customer Service, and agency manual. Daily decisions, required by this position, are typically made by following general company policy, insurance contract requirements, company underwriting guidelines, insurance laws (State or Federal), as well as independent decision making or judgment.
PRIMARY RESPONSIBILITIES: The Customer Service Representative is responsible for assisting clients, producers, and supervisors of Reliance Partners in daily office functions related to maintenance and processing of customer accounts. In addition to administrative support, performs daily duties listed below.
Manage day-to-day activities related to customer insurance accounts
Maintain records of communication pertaining to client's account through the agency management system (AMS) Applied Epic using correct Service team acronyms and description templates as they apply
Work with account onboarding team to process all new and renewed tasks and activities for client accounts
Assist other service team members as needed with account related workflow items
Answer inbound phone calls and provide professional and timely support for Phone rotation
Process daily policy changes and make updates to the system specifically for Agency and Direct Bill Endorsement Processing
Direct Bill Activity code dashboard management - TRD1, FFC1, Request codes and other assigned workflows
Proofs - Additional Insured, Loss Payee, Standard Certificates, and Auto ID cards
Endorsement Process (activity flow, qualification, add/delete, follow ups)
Agency Bill policies include processing additional premium agreements - finance contracts, quoting, etc.
Follow company designated protocols for the Customer Service Team including processing of changes, certificates, and other client service-related services
Processing of customer accounts and activity dashboard management
Proficient across all scorecard categories including:
Attitude and Teamwork
Efficiency and Productivity
Technical Skills and Job Functions
Communication
Working on acquiring Commercial Property & Casualty insurance license
Maintain compliance with external and internal policies
Adhere to agency attendance policy
Active resident state Commercial Property & Casualty insurance license preferred
You have excellent verbal and written communication and people management skills
You have great organizational and time management skills
You are great at attention to detail
You have good knowledge of Microsoft Office applications
You have great collaboration and teamwork skills
This position is not a supervisory position in nature.
Any questions regarding the position described above should be directed to:
Reliance Partners Human Resources hr@reliancepartners.com | P: 877.668.1704