Job Title: Customer Service Representative (CSR)
Supervisor: Carolina Diaz, Service Team Manager
Hours: Monday – Friday; 8:30 am – 5:00 pm
Overview:
Customer Service Representatives (CSRs) work closely with Account Managers to gather
and review information from clients and underwriters, ensuring tasks are seen through to
completion. CSRs are instrumental in providing outstanding customer service to internal
and external teams, adhering to quality standards, and meeting service level agreements.
They ensure smooth account processing and alert Account Managers when tasks stall or
require escalation.
Key Responsibilities:
Account Management:
Understand the goals and deadlines for each assigned account through summaries,
meetings, reports, or account familiarity.
Proactively manage the progress of accounts, ensuring tasks move forward
seamlessly.
Quote Processing:
Follow up with underwriters for quote terms.
Log quote data and documents received from carriers, ensuring accurate summary
entries in the system.
Produce retail quote documents or wholesale quote cover documents as
requested.
Follow up with insureds for binding orders as assigned.
Prepare financing documents.
Binding Process:
Log binding requests from insureds and review documents (e.g., subjectivities, SL
forms, finance documents) for completeness.
Coordinate with Account Managers to bind coverage (if licensed in the state).
Process binders, produce billing/invoices, and document files accurately.
Prepare files and assign tasks to ResourcePro or other teams for issuance and
review.
Post-Binding Activities:
Collect outstanding subjectivities post-binding, review documents for
completeness, and forward approved items to carriers.
Assign tasks for pending post-binding processes.
Address surplus lines deficiencies promptly.
Create certificates of insurance as needed.
Process delinquent payment warnings and direct notices of cancellation.
Customer Service:
Deliver exceptional service by prioritizing customer outcomes and maintaining
effective communication.
Respond promptly to inquiries and resolve issues in a professional manner.
Ensure the accuracy and quality of deliverables despite potential distractions.
Additional Duties:
Maintain a producer license in good standing.
Complete continuing education requirements quarterly.
Perform other duties as assigned by supervisors or management.
Requirements:
Producer License: A current and valid producer license in good standing is
required.
Industry Experience: A minimum of 5 years of experience in the insurance industry.
Skills:
Strong verbal and written communication skills.
Experience in Vertafore AMS360, AIM/ImageRight is a plus
Problem-solving and prioritization of tasks according to company guidelines.
Time management and ability to handle multiple tasks simultaneously.
Commitment to quality standards and adherence to service level
agreements.
Salary Range: $60,000-80,000
