Customer Service Representative - Commercial Lines

Job Description

Job Description

Spectrum Insurance Group is searching for a Commercial Lines Customer Service Representative (CSR) to work on a newly created service team. This position will work out of one of Spectrum's offices, hybrid, or remote within driving distance of a Spectrum office.

The Commercial Lines CSR team operates as a centralized service group supporting all Account Managers across the department. Unlike Account Managers, CSRs do not maintain an assigned book of business. Instead, they provide shared processing and administrative support our Account Managers.

The CSR group handles a wide range of servicing tasks, including :

• Processing endorsements, cancellations, and policy changes
• Submitting claims and assisting with claim follow-up
• Issuing certificates of insurance
• Processing notary bonds and similar requests
• Managing general service requests and documentation within the agency management system

This centralized team is new and growing, with five current employees. We are adding staff enabling CSRs to take on more responsibilities that reduce administrative load on Account Managers and allow them to focus more on client relationships & renewals.

Qualified candidates will hold a Property & Casualty license and have 3+ years of commercial lines experience.

Benefits

Paid Time Off (PTO)

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Hands on Training

Mon-Fri Schedule

Retirement Plan

Evenings Off

Responsibilities

Production Support

Completes applications in coordination with Agent, Account Executive or Account Manager(s) and submits applications to eligible and appropriate carriers

Prepares proposals and renewal summaries

Maintains agency management system with up-to-date and accurate data

Administers processing and suspense of new business, renewals, cancellations, and endorsement requests

Prepares certificates, binders, surety bonds and general correspondence

Completes MVR requests and trucking certificates according to scheduled rotation

Administers change requests and endorsements

Answers incoming phone calls, greets and assists agency visitors

Acts as primary and / or secondary back-up to front desk receptionist, if applicable

Administrative

Organizes tasks and resources to complete work and meet deadlines according to established procedures

Makes decisions on a variety of tasks frequently requiring discretion, judgment and initiative guided by general procedures or standards

Responds to incoming phone calls and emails promptly and effectively

Performs basic office functions including emailing, filing, scanning, copying, and faxing

Customer Service

Delivers exceptional customer service according to Spectrums Customer Service Standards with a goal of exceeding customer expectations with every interaction

Promotes a customer-focused environment by providing friendly, courteous, and helpful service to internal and external customers

Answers customer questions and resolves complaints in a timely and efficient manner

Supports a team-oriented environment by interacting in a professional, collaborative, and respectful manner with all employees, clients, customers and / or vendors

Requirements

Required Knowledge and Skills

Excellent verbal and written communication skills

Strong analytical thinking and organizational skills

Ability to interact professionally and effectively with customers and team members

Proficient computer skills including the ability to document and access information

Ability to follow existing processes, procedures, and verbal instruction

Ability to manage multiple priorities, accurately, efficiently, and independently

Attention to detail and ability to complete tasks with a high degree of accuracy

License and Certification Requirements

Valid WI drivers license and acceptable driving history

Current licensure or ability to obtain a Property & Casualty Resident Intermediary granted by the State of Wisconsin