Commercial Lines Customer Service Representative; Burnham & Flower

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Job Title: Customer Service Representative

Agency/Platform: Burnham & Flower

Location: Kalamazoo, MI

About Acrisure:

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.



Job Summary :

The Commercial Lines Customer Service Representative provides service to customers and prospective customers, producers, underwriters, brokers, etc. Provides reconciliation of production and other reports. Functions personally and in collaboration with the appropriate processing specialist.

Responsibilities:

• Answers questions about existing policies via phone, USPS, and other delivery services such as email/fax.
• Collaborates with processing specialists and producers to process new business/renewal applications, providing a quote to the client.
• Processes renewals, changes and cancellations in a timely manner. Utilizes outside websites to enter applications.
• Updates renewal policy information in Agency database & processes transactions.
• Documents receipts of payments and collaborates follow up on past due payments.
• Collaborates with producers to reconcile monthly production reports. Collaborates with processor to ensure timely and accurate completion of responsibilities.
• Maintains prospect and customer account information in Agency database.
• Runs expiration reports on a monthly basis and coordinates renewals with producers.
• Collaborates with accounting personnel to reconcile/rectify accounts in the area of responsibility.
• Processes bonds (public officials/FHA/Notary, etc.)
• Performs other duties as assigned.

• High school diploma or the recognized equivalent.
• Minimum three years successful customer service experience.
• Property/Casualty licensure, and related product knowledge required; otherwise, this licensure is to be obtained within one year of hire and maintained during employment term.
• Proficiency in personal computers, MS Word, Database (preferably Applied Systems) and Internet and electronic mail.
• Proficiency with standard calculators

• Ability to build and maintain good working relationships with prospective and current customers, underwriters, other company representatives and colleagues to ensure an outstanding level of customer satisfaction.
• Outstanding communication skills, both written and oral. Strict attention to detail.
• High organizational skills, with the ability to multi-task and maintain organization in a fast-paced and ever-changing environment.
• Ability to maintain composure and professionalism under trying conditions.
• Ability to maintain discretion and confidentiality relative to information obtained while servicing prospective and current customers.
• Ability to read, analyze and interpret common professional documents, legal documents such as insurance policies, binders, etc., and manuals.
• Ability to respond to common inquiries or complaints from customers and managers.
• Ability to effectively present information to customers, colleagues and managers.
• Ability to calculate percentages and basic mathematical functions.
• Ability to collect data, define problems, establish facts, and draw valid conclusions.
• Ability to interpret and work with both abstract and concrete variables.