Job Description
This position is full time (40 hours per week) and is located in the Bellefontaine, Ohio office.
The Commercial Lines Customer Service Agent, (CSA) interacts with customers to provide information in response to inquiries regarding current insurance coverage, assesses available products to meet specific needs, and provides additional client services as needed. The CSA also handles change requests and claim information. A CSA is capable of assisting new clients secure the coverage desired.
Job Tasks
- Communicate with customers by telephone, face-to-face or online in order to provide information about products and services, handle requests for policy changes and document claim information when reported.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken.
- Resolve client billing issues.
- Check to ensure appropriate changes were made as requested.
- Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
- Determine charges for products and services requested, collect payments and arrange for billing.
- Complete contract forms and prepare change requests online.
- Review insurance policy contracts to determine if the correct coverage is in place.
Required Knowledge
- High School Graduate - Associate or Bachelor Degree in Insurance or Business preferred.
- Customer Service - Knowledge of principles and processes for providing customer service. This includes customer needs assessment and meeting quality standards for services.
- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.
- Technical - Knowledge of computer software programs including Microsoft Word and Microsoft Excel.
Required Skills
- Property & Casualty - Licensed to transact insurance in the state of Ohio
- Multi-Tasking - Ability to work in a fast paced environment with speed and accuracy.
- Active Listening - Giving full attention to what other people are saying and recording notes when appropriate, taking time to understand the needs and desires of customers, and asking questions as appropriate.
- Time Management - Managing one's time effectively to produce optimal results.
- Service Orientation - Actively looking for ways to help people.
- Active Learning - Understanding the implications of new information for both current and future problem solving.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
- Attitude - Positive outlook, strong work ethic, desire to learn and willingness to operate in a team environment.
Required Experience
- At least 3 years experience working as a Commercial Lines Customer Service Agent.