Client Services Agent

We are looking for a Commercial Insurance (Property/Casualty) Client Service Agent. A CSA, will Partner with Whitaker Myers team members to assure quality service for all assigned accounts and others as necessary. A CSA must be knowledgeable in coverages and carriers we represent. A CSA must maintain and develop rapport with clients, underwriters, and coworkers. A CSA will assist the producer in developing/growing existing accounts. A CSA will assist the agency's clients and producers with changes, billings, and renewals of insurance. Our clients must at all times receive prompt, accurate, and courteous service. A CSA will be talking with happy and unhappy people and must graciously assist them with their insurance needs. A CSA must conduct themselves in a professional manner and learn job responsibilities to the best of their ability.

Responsibilities

• Identify and assess client needs to achieve satisfaction.
• Build sustainable relationships and trust with client accounts through open and interactive communication.
• Provide accurate, valid and complete information by using proper methods/tools.
• Handle client complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Address and resolve client questions and issues via email, phone, or in person.
• Ensure resolution of client complaints and concerns.
• Collect appropriate information to re-quote coverage or policies, or to re-asses client services as requested.
• Quote new business as necessary.
• Process new business, endorsements, and renewal business including - -- updating and maintaining information using our agency management system and provider systems for currently assigned accounts.
• Maintain client files according to procedures.
• Assist in preparation of new and renewal proposals by reviewing accounts and coverages with producer and making updates as necessary. May update RCE's using MSB, auditors' cards and photos, form time to time. Issue certificates and bonds as necessary.
• Assist with rounding out accounts by offering additional coverages/policies.
• Set up policy binders for delivery to client; assembles proposals and other presentations for client and prospect meetings as needed.
• Invoice premiums when necessary and assist with follow up on aged receivables if needed.
• Keep manuals and carrier information up to date and retain knowledge of carrier and industry updates.
• Maintain daily client processing functions such as endorsements, policies, audits, pending cancellations, and ID cards, etc.
• Manage carrier downloads as necessary.
• Keep records of client interactions, process customer accounts and file documents.
• Follow the organization's communication procedures, guidelines and policies.
• Go the 'extra mile' to engage customers.

Skills

• Licensed Insurance agent – maintaining license and CE as required by state
• Minimum 2 years’ experience in insurance (preferred)
• High school graduate or equivalent education or industry related training
• Proficient in PC office products such as Word, Excel and Outlook. Is proficient in utilizing resources and software to generate reports and/or other requested information
• Demonstrate strong organizational and project skills
• Strong communication and interpersonal skills (written and verbal)
• Act with responsiveness, urgency and professionalism in all matters
• Prioritize work to achieve timely completion of the most critical and sensitive activities
• Respond quickly to client requests and works to provide appropriate information
• Accept accountability for the quality of their work
• Proven customer support experience or experience as a client service agent
• Strong phone contact and active listening skills
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively