Licensed Customer Service Representative - MSI

Why MSI?

We thrive on solving challenges. As a leading MGA, MSI combines deep underwriting expertise with insurer and reinsurer risk capacity to create specialized insurance solutions that empower distribution partners to meet customers’ unique needs. We have a passion for crafting solutions for the important risks facing individuals and businesses. We offer an expanding suite of products – from fully-digital embedded renters coverage to high-value homeowners insurance to sophisticated commercial coverages, such as cyber liability and habitational property – delivered through agents, brokers, wholesalers and other brand partners.

Our partners and customers count on us to deliver exceptional service through a dedicated team that makes rapid resolutions a priority. We simplify the insurance experience through our advanced technology platform that supports every phase of the policy lifecycle. Bring on your challenges and let us show you how we build insurance better.

The Customer Service Representative 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.

• 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 on-line client file to ensure quality and responsiveness.
• Personally, 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 recommendation for changes.
• Open, cancels and updates client policy information based on requests received.
• Provides system and procedure training to new colleagues and acts as 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 or P&C License
• The ability to learn appropriate firm software systems.
• The ability to learn insurance products and grow in product knowledge.
• The 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.
• The 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.

The Baldwin Group is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since 2011, we’ve evolved from a local business into a national firm with a vast network of specializations serving two million clients across the country. At The Baldwin Group, we provide solutions so our clients can pursue what’s possible for themselves, their families, and their businesses.

Whether renting a first apartment, opening a small business or taking a company public, we offer solutions to support clients at every step of their journey giving them peace of mind to pursue their purpose, passion, and dreams. We Protect the Possible.

The Baldwin Group is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct.