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Benefits:

Bonus based on performance
Competitive salary
Paid time off
Tuition assistance
Wellness resources

Job Summary:
The Customer Service Representative (CSR) is responsible for providing exceptional service to clients by handling inquiries, resolving issues, and assisting with policy changes and claims. The ideal candidate will be proactive, client-focused, and skilled in building strong relationships with clients. This role is crucial for maintaining high levels of client satisfaction and loyalty.

Key Responsibilities:

Client Assistance:
- Respond to client inquiries and assist with policy changes, renewals, cancellations, and claims processing, while guiding them through the insurance claims process with accurate and timely information.
Issue Resolution:
- Resolve client issues and complaints efficiently, escalating complex cases as needed, and following up to ensure client satisfaction.
Documentation and Record Keeping:
- Maintain accurate and up-to-date records of client interactions and transactions using the CRM system.
Client Education:
- Educate clients on insurance products and services, including coverage options and benefits, while also informing them about additional relevant products.
Proactive Engagement:
- Implement client engagement initiatives like policy reviews and satisfaction surveys, while identifying opportunities to enhance the client experience and suggest process improvements.

Qualifications:

Willing to obtain or currently active in Property & Casualty and/or Life insurance license ahead of employment.
Education: High school diploma or equivalent required; Bachelor’s degree in Business, Communications, or related field preferred.
Experience: Minimum of 2 years in a customer service role, preferably in the insurance industry.

Key Performance Indicators (KPIs)

Client satisfaction scores
Average response time to client inquiries
Resolution time for client issues
Accuracy of policy changes and documentation
Client retention rate

Daily Duties:
Email and Communication Check

Begin the day by checking and responding to emails and messages from clients and colleagues to address any immediate needs or requests.
Review Daily Appointments and Meetings
Look at the day's schedule for any client meetings, calls, or internal meetings and prepare accordingly.

Policy Renewal and Expiration Checks

Check for any policies due for renewal or expiration and prepare to contact clients for renewals or discuss their options.

Mid-Morning Tasks

Client Inquiries and Policy Change
- Handle incoming calls and emails from clients, addressing inquiries about policy details, changes, billing issues, or coverage questions.
Process Transactions
- Process payments, policy changes, renewals, and new applications, ensuring all client data is up-to-date and accurately recorded in the system.
- Liaise with Underwriters and Claims Adjusters
- Coordinate with underwriting and claims departments to follow up on client applications, claims status, and other client-related issues.
- Attend daily huddle

Afternoon Tasks

Follow-up on Pending Issues
Check the status of unresolved client issues or follow-ups and take necessary actions to resolve them.
Documentation and Data Entry
Update client records in the CRM or agency management system with recent interactions, policy changes, and client communications.
Client Education and Support
Provide clients with information and guidance on their insurance options, helping them understand their policies and coverage.

Late Afternoon Tasks

Review Claims Processing
- Follow up on the progress of client insurance claims, ensuring clients are informed about the status and any required actions.
- Prepare for the Next Day
- Look ahead to the next day’s schedule, preparing for client meetings or tasks that need early attention.

Team Collaboration

Meet with the team to discuss any ongoing issues, share updates, and coordinate client service strategies.

End-of-Day Tasks

Final Check on Communications
- Ensure all client communications for the day have been addressed, and prepare any necessary responses for the next day.
- Administrative Wrap-Up
- Complete any outstanding administrative tasks, file documents, and ensure everything is in order for the next business day.
- Self-Review and Learning
- Reflect on the day’s interactions and tasks, noting any areas for improvement or additional learning needed to enhance client service.

About Shelter Insurance

At our agency, we are dedicated to providing our clients with exceptional service and comprehensive insurance solutions. Our team of professionals is committed to excellence, innovation, and community engagement. Join our dynamic team and contribute to our mission of delivering outstanding results through proactive and client-focused sales strategies.

Compensation: $48,000.00 - $55,000.00 per year

YOUR FUTURE as an Insurance Agent Starts Here

If you’re looking for a career that offers flexibility, job stability, competitive compensation, and more, then you’ve come to the right place! Working with an agency is a great career choice.

Insurance agents protect our customers by providing home, auto, business, life and health insurance policies to fit their individual needs. Agencies are not bound to offering products from only one insurance company. Instead, we can offer customers a choice of policies from a variety of insurance companies to provide the best protection at a competitive price.

The demand for insurance professionals is growing every day! Is this career right for you?

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Benefits of working as an Insurance Agent

Career advancement in a growing field

With more than 400,000 job openings in the next five years across the U.S., the insurance industry offers a huge opportunity for employment and career advancement. Plus, the industry continues to evolve and provide new careers paths in sales, customer service, analytics, digital marketing, technology, and more. (Source: investprogram.org)

Flexibility

Insurance can give you a rewarding career and well-rounded life with jobs that are not only fulfilling but may offer flexible schedules and great office culture. In a U.S News and World Report article featuring 'Best Jobs of 2020,' Insurance Agent ranked #2 on their 'Sales & Marketing Jobs' list. (Source: investprogram.org)

Make a Difference

Agents are pillars in their communities and active in local organizations, sponsoring sporting teams or supporting charities. Insurance offers you the chance to make a career out of helping individuals when they suffer a loss and need assistance. (Source: investprogram.org)

Job Security

Things change but insurance is here to stay. People will always need it for their car, home, business, travel, and more. The insurance industry touches all aspects of life - and that will not change. (Source: investprogram.org)