Customer Service Representative

• Provide first-class customer service to Midwest Heritage Insurance Services customers and internal staff by phone, email, and in person
• Learn and apply agency systems, carrier platforms, workflows, and internal processes
• Handle routine inbound customer service requests
• Provide administrative and sales support to Producers and Account Managers for new and renewal business
• Assist with policy changes, billing inquiries, claims support, and cancellations
• Support quoting activities for new, renewal, and rewrite business
• Follow agency workflows and documentation standards for timely and accurate processing
• Maintain accurate client records and document customer interactions in agency management systems
• Communicate with clients, team members, and carriers
• Keep Producers, Account Managers, and leadership informed of client service activities and concerns
• Prepare underwriting follow-up letters, renewal notices, and client communications
• Assist with basic quoting for standard personal lines policies under supervision or established guidelines
• Identify referral opportunities for banking, investment, and additional insurance products
• Support personal lines, commercial lines, and/or farm insurance customers
• Participate in agency and carrier meetings and training sessions
• Maintain licensing and continuing education requirements, or work toward obtaining licensing
• Perform other job-related duties and special projects as assigned

• High School diploma or equivalent required
• Previous customer service experience preferred
• Prior Property & Casualty insurance experience is helpful but not required
• Must hold required insurance licensing or be willing to obtain licensing within an established timeframe
• Strong verbal and written communication skills
• Willingness to learn insurance products, coverages, carrier guidelines, and agency procedures
• Ability to follow established workflows, processes, and service standards
• Strong organizational skills, attention to detail, and follow-up abilities
• Ability to work effectively as part of a team environment
• Basic problem-solving and time management skills
• Ability to maintain confidentiality and handle sensitive information appropriately
• Proficiency with Microsoft Office products and basic data entry skills
• Ability to learn and navigate agency management systems and carrier websites
• Ability to sit for long periods of time
• Ability to perform talking, hearing, and repetitive motions
• Dependable attendance and ability to report to work as scheduled

Demonstrates strong customer service skills while effectively managing client interactions and administrative tasks. Proficient in agency systems and workflows, with a commitment to maintaining accurate records and supporting team objectives.

• Customer Service Experience
• Insurance Licensing
• Microsoft Office Proficiency
• Organizational Skills
• Attention to Detail

• Data Entry Skills
• Basic Quoting
• Policy Changes
• Claims Support
• Billing Inquiries

• Verbal Communication
• Written Communication
• Team Collaboration
• Problem-Solving
• Time Management

• High School Diploma
• Insurance Licensing

• Property & Casualty Insurance
• Personal Lines
• Commercial Lines
• Client Records
• Agency Procedures

• Agency Management Systems
• Carrier Platforms