Personal Lines Service Agent

Agent, Service

As a Personal Lines Service Agent, you provide excellent and ongoing guidance and support to our clients.

Key Responsibilities:

• Maintaining up-to-date knowledge of various company products and programs, underwriting requirements, binding authority, policy forms, rating software programs, and competitiveness in the marketplace.

• Service existing personal lines accounts by:

  • Proactively contacting clients to review policies and upcoming changes, quote options through multiple companies and make recommendations that meet the client’s needs

  • Answering coverage questions, processing policy change information, taking claim information, collecting premiums where appropriate, submitting the proper documents to the company, and verifying that documents received from company are correct.

  • Speaking with clients and company personnel on the phone or in person during office visits and responding to all written correspondence.

  • Issuing the proper insurance verification documents to the insured and other qualified parties (auto id, declarations pages, binders, etc.).

  • Resolving customer problems & complaints (with assistance/direction from manager as needed).

  • Following up on policies that cancel.

  • Mailing handwritten note cards to celebrate and thank clients. Will also notify agency principals when a sympathy card or gift should be sent.

• Develop existing accounts by identifying opportunities to provide additional coverages on existing policies and referring cross-sell opportunities to appropriate sales agent

• Handling customer service requests in a professional and knowledgeable manner; determine all impacts/needs associated with the service request, including impacts to other coverages or policies.

• Using your knowledge to identify any coverage gaps associated with a customer’s request and educate the customer on ways to mitigate their risk

• Engaging with clients via phone, email, text and in office to help clients feel special, including taking claim information, providing billing assistance, assisting with policy changes (such as adding a driver or changing a lender), and issuing proper insurance verification documents to clients (insurance cards, etc.)

• Supporting your book of business by finding opportunities to enhance the client relationship and retain business.

• Participating in agency-sponsored community events and service projects

Requirements:

• 2+ years of relevant professional experience in roles that require attention to detail, strong communication skills and excellent customer service

  • Prior insurance experience is preferred, but not required.

• If you are not already licensed, you will be required to obtain a P&C Insurance License within 90 days of employment. Training and testing is paid for by our agency.

Our ideal applicant is:

• Tech-savvy: Comfortable working with multiple software programs and communicating with clients via text, email and phone

• An excellent communicator and listener: Friendly, empathetic and able to translate complex insurance details into information the client can understand and use

• Trustworthy, ethical, and discreet: We are privileged to be a part of our clients’ lives and we take that responsibility seriously.

• Detail oriented: Insurance contracts are complex and require careful interpretation.

• Comfortable working within a team environment: We work together and support each other in order to provide the best service possible to our clients.

• Eager to grow and learn: We offer continuing education options and consistently introduce training opportunities for our team.

• Able to thrive in a fast-paced, constantly changing environment: This role requires flexibility, a positive attitude, and the ability to pivot quickly to meet changing needs.

• Motivated to contribute: Our agency is on a trajectory of continued growth. We’re looking for someone who is eager to be a part of that future.

• Community focused: We believe our agency is only as strong as our community. We're honored to “pay forward” the support our clients give us to nonprofits serving our community.

About Us

Compensation Package

Our generous compensation package includes:

• A professional salary commensurate with experience and opportunity to earn s