Insurance Customer Service Representative

Job Details

Job Location:

Grundy Center, IA 50638

Position Summary:

Provides administrative support to the agency, producers, real estate agents and accounting functions. Builds relationships and ensures customer satisfaction for insurance and real estate customers.

Internal:
Works directly with insurance, real estate staff, and the accounting department. Works closely with other departments to obtain and supply information.

External:
Serves as a contact with customers by telephone and in person. Works with insurance company personnel and underwriters, claims representatives and adjusters as well as real estate agents and brokers.

• Promotes a favorable image of the organization in all business activities within the targeted markets.
• Provides a variety of insurance support activities including but not limited to:
  • Prepares quotes and completes applications for personal lines insurance products.
  • Prepares reports, claim forms, policy cancellations and endorsement requests utilizing the computer management system.
  • Maintains the Agency’s tickler system.
  • Completes renewal applications.
  • Maintains the Agency’s files and records. Performs file maintenance within the computer management system.
  • Uses Agency Management system with proficiency and assists agency producers with inputting information in the system.
  • Serves as a back‑up to the claims representative with timely follow‑up on claims and customer inquiries.
• Prepares reports and supports the tasks of the insurance and real estate accounting department.
• Answers and routes incoming telephone calls. Maintains appointment schedules for the agents.
• Demonstrates outstanding customer service.
  • Effectively helps customers achieve their goals by providing customer service that models integrity, flexibility, helpfulness, proficiency, and commitment.
  • Greets visitors to the office, identifies their needs and directs them to the appropriate area.
  • Builds relationships, ensures customer satisfaction, and follows up in a timely manner.
• Maintains the security and confidentiality of customer information.
• Ensures operational integrity through compliance with all policies, procedures, and regulations.
• Be actively engaged in the development and implementation of annual team strategic plans.
• Periodically called upon to assist in various locations.

Education/Experience
:
High school diploma. Minimum of 2 years’ customer service‑related experience required. Previous insurance experience preferred.

Licensure or ability to obtain licensure in property and casualty insurance required. Must be proficient in Windows navigation, Microsoft Office products and email management. Basic understanding of accounting.

Must be able to receive employee and customer requests and assignments through verbal and written communication. Working with a computer is important, so clear vision of the screen is imperative.

• Excellent written and oral communication skills.
• Attention to detail.
• Exceptional customer relationship management skills.
• High level of interpersonal skills to communicate policies, procedures, and objectives effectively throughout the organization and to represent the agency positively to significant external publics.
• Works well under stress, adapts to change, and can deal with others in different areas of the organization while meeting customer needs. Adapts to a flexible work schedule to accommodate peak times.
• Excellent organizational and project management skills with the ability to meet deadlines and manage time effectively. Focuses on continuous improvement to optimize service delivery in a shared services environment.
• Works cooperatively with others on a team. Listens and responds constructively to teammates’ ideas. Provides assistance, information, or support to others to build or maintain relationships.
• Holds confidential information and displays honesty and high ethical standards. Handles all customer and company information confidentially.
• Expresses thoughts and ideas effectively, both written and oral; listens actively to others. Ensures regular, consistent communication.
• Thrives in a positive, team‑oriented…