Licensed Customer Service Representative - MSI

Licensed Customer Service Representative

This role takes incoming calls and places outbound calls as necessary. Processes and replies to Customer Service emails as assigned by leadership. Takes payments for policies. Makes changes and endorsements to policies that may or may not require a license. May be placed on other product‑focused teams.

• Maintains a concern for timeliness and completeness when interacting with clients, brokers or insurance company partners to create a positive experience.
• Documents all activity in an online client file to ensure quality and responsiveness.
• Provides prompt, efficient, high‑quality service to all clients.
• Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem.
• Attracts potential customers by answering product and service questions.
• Makes suggestions about other products and services based on client needs.
• Maintains a quality result by following established procedures and making recommendations for changes.
• Opens, cancels and updates client policy information based on requests received.
• Provides system and procedure training to new colleagues and acts as a subject‑matter expert for colleagues.
• Continuously evaluates current processes for improvement and/or efficiency.
• Handles complex client escalations for colleagues ensuring client satisfaction and assists in managing the day‑to‑day operations.

• Minimum of 2 years of Customer Service experience and/or 1 year of Call Center experience.
• Must have Personal Lines Insurance License.
• Ability to learn appropriate firm software systems.
• Ability to learn insurance products and grow in product knowledge.
• Ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms.
• Capable of multi‑tasking and prioritizing workloads while adhering to deadlines.
• Ability to interact and communicate effectively in a team environment to share knowledge and manage workflows.
• Demonstrates the firm’s behavioral tenets, exuding behavior that is aligned with the corporate culture.

Fast paced, multi‑tasking environment.

This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodations to applicants and colleagues who need them for medical or religious reasons.