Commercial Insurance Customer Service Representative II

Pharmacists Mutual Insurance Group has an opening for a Customer Service Representative II. This role responds to internal and external customers and Agency or Company personnel requests for information on agency companies and products, including quoting assistance as needed. This role involves handling inquiries, processing service requests, resolving issues, and maintaining strong client relationships to ensure satisfaction and retention. Will work with all agency carriers.

• Responsible for moderately complex customer inquiries.
• Manages customer inquiries with minimal direction and assistance.
• Maintains a working knowledge of all products, services, and procedures with all agency carriers.
• Demonstrates a history of high-quality work, dependability, and timely service responses.

• Provide help and advice to customers regarding policy and/or billing questions through professional communication, including investigating and solving the customer's areas of concern.
• Process claim reports and follow-up with Company and/or client.
• Stay current on product knowledge, industry trends, and compliance requirements.
• Evaluate opportunities to enhance customer satisfaction and retention.
• Process policy changes, renewals, claims, and billing inquiries.
• Maintain detailed and accurate customer records in the agency management system according to company guidelines.
• Seek referrals from client base and refer leads to appropriate Agents or Customer Service Representatives.
• Identify opportunities to upsell or cross-sell products and services.
• Complete general office administration duties.

• Thorough working knowledge of insurance policies and coverage to properly fulfill the needs of customers.
• Knowledge of principles and practices of insurance underwriting, sales, and collection and interpretation of data.
• Ability to use initiative and apply innovative thinking.
• Ability to organize and prioritize work.
• Establish and maintain effective working relationships in a team environment through written and oral communication.
• Correct English usage, spelling, grammar, vocabulary and punctuation.
• Ability to work independently to make critical decisions and analyze complex issues.
• Contribute effectively to the accomplishment of all goals and objectives.
• Ability to interpret and apply laws, rules and regulations.
• Obtain and utilize sensitive information discreetly and objectively.
• Maintain records; prepare reports/correspondence related to the work.
• Read, interpret, and input data efficiently and accurately.
• Determine when to elevate concerns to appropriate level of management.
• Utilize computer and related software effectively.
• Must possess high level of customer service skills, empathy, and accountability.

• High School Diploma or equivalent and 3 years of related experience; or
• Associate’s Degree and 1 year of related experience.

• Candidates must possess the appropriate insurance license or obtain within the specified timeframe below:
• Property & Casualty License:
  Possess at time of hire or obtain within 90 days of hire.
• Crop or Life & Health Licenses:
  May be required based on management discretion and must be obtained within 6 months of hire if applicable.
• Education plan, special requirements and designations at manager’s discretion.
• Prefer

• Hybrid or fully remote work environment designed to provide flexibility, autonomy, and productivity while working from another location.
• Primary work environment is in a climate-controlled office setting.
• Work may involve travel to home office and attend meetings at other locations.

• Prior Property & Casualty (P&C) insurance experience.
• Active Property & Casualty (P&C) license.

• Health, Dental, Vision & Life coverage.
• 401(k) with Company Match.
• Paid Time Off.
• 8 Paid Holidays.
• Volunteer Time Off.
• Paid Parental Leave.
• Hybrid/Remote Work Options.
• Employee Assistance Program.
• Tuition Reimbursement.

Pharmacists Mutual Insurance Group is an Equal Opportunity Employer.