Position Description

 

The Customer Service Representative, will provide high-quality support to policyholders and producers by answering policy questions and performing policy changes related to billing, underwriting, and general policy information. The ability to handle inquiries in a positive and professional manner and knowledge of insurance industry terminology, policy, and procedures are required for this role. 

 

Primary Responsibilities

• Answer phones: direct clients to correct agent/carrier/resource
• Prepare certificates of insurance per bank/agent/client requests
• Prepare, submit and follow up on broker of record requests, cancellation requests, reinstatement requests, declaration/policy requests, policy changes (address updates, bank changes etc.)
• CRM tasks: Update clients' profiles; manually input policies and track downloads from carriers. 
• Manage carriers/lead sources; add commercial/personal lines clients to system, upload policy documents. 
• Track incoming leads and follow up with agent on status
• Track monthly renewals—email clients renewal information 
• Reconcile monthly commission report
• Work collaboratively with the Firebird team

 

Knowledge, Skills, And Abilities

• Experience preferable, but not necessary
• Experience using EZLynx CRM system preferrable
• Personable, initiative-taking, purposeful and organized individual 
• Superior written and verbal communication skills
• Excellent organization and follow-up skills
• Excellent listening skills with a strong customer focus
• Exceptional teamwork skills with an ability to work with minimum supervision
• College degree and current insurance licensing preferred

 

Company Offers

• Excellent compensation structure
• Strong company culture
• Great foundation of support from upper management
• Unlimited growth opportunities