CSR Agency Services

This position will provide support for the Agency Services Department. This position is responsible for having strong customer related service skills and the fostering of team, departmental, and company relationships. This position will promote positive agency, agent, and company relations.

The position may also require performing job functions within other areas of the Business Operations Department.

Salary Grade (5)  17.41 - 21.76 - 26.11

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Downloads (unmatched, manual entry on anything that doesn't automatically sync or load)

Communicates via telephone, text, fax, electronic, and written communication in a courteous and professional manner.

Process insured payments and answer invoice questions for WRG and other carriers

Sorting / scanning mail - calling for updated addresses on returned mail, etc.

Help with marketing material and/or welcome letters - compile the addresses, print letters, stuff/mail

Pull physical files – scan appropriate material

Enter claims calls for a new FNOL (First Notice of Loss) for appropriate carrier

Set appointments for renewal reviews

Do research for potential life policies – (search for births, adoptions, etc)

Assist Supervisor with monthly commission reports

Data entry in Agency Management System (Hawksoft)

Procedural support for the Agents in coordination with the Supervisor

Troubleshoot and resolve problems that result from customer calls/mail - report to supervisor

Work closely with Agents and Supervisor to achieve departmental Service Standards

Demonstrate leadership skills, positive attitude and create a favorable experience for our customers

Maintain and update the Training Manual

Assist with or complete special projects as assigned

Provides input as to changes/improvements in systems and workflows - tests and provides feedback

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

2+ years of office prior experience, preferred

Proficient in Microsoft Office

Excellent Computer Skills

Excellent verbal and written communication skills        

Ability to handle multiple tasks in a changing work environment

Ambitious and self-motivated

Strong logical thinker

Ability to think “Outside of the box”

Excellent Organizational and Time Management Skills

Ability to work with limited direct supervision

Ability to make independent judgment and decisions

Introductory education courses will be required if no prior Insurance experience

LANGUAGE SKILLS

The individual must be able to effectively and clearly communicate with internal and external customers via telephone, fax, e-mail, text messaging, one-on-one dialogue and small group presentations in a highly professional manner.

REASONING ABILITY

The position requires the individual to apply common sense, understanding, reasoning, and sound educated judgment in conjunction with sound training and experience to properly evaluate and analyze all aspects of the position.

CERTIFICATES, LICENSES, REGISTRATIONS

None required

Additional insurance course work and seminars/webinars are recommended.

PHYSICAL DEMANDS

Employees are required to perform various PC functions at a workstation.  Additionally, the employee is required to devote substantial time to telephone communication.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee may be required to stand, walk, reach with hands and arms and bend or squat, to perform various functions.  The employee is required to lift up to 45 pounds.  The employee may be required to perform these duties one or more days per week.

Employee may be required to travel from time to time.  This may require extended periods of time sitting in a vehicle.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommod