Commercial Customer Service Coordinator

Job Overview

The full Commercial Customer Service Coordinator job description contains more information about this position.

• Respond immediately to and assist Commercial Account Managers with any and all inquiries for service from customers or prospects, taking ownership of the inquiry to ensure customer satisfaction and policy retention.
• Assist the Commercial Account Managers with nonpayment notices, making calls to insureds and notifying Account Managers and/or Producers when policies are due to cancel.
• Initiate any necessary contact with carriers to mitigate policy reinstatement whenever possible or necessary.
• Assist the department by taking customer payments and getting them applied to the customers agency account or paid to the carrier.
• Demonstrate understanding of premium financing, making calls to insureds and notifying Account Managers and/or Producers when policies are due to cancel.
• Be able to take and send payments.
• Notify account managers when credits are received on policies/accounts that have been premium financed, so the account manager is able to return funds to the premium finance company.
• Process all incoming policies for the agency in accordance with established workflows and procedures; verify the accuracy of the policy declaration against the Agency Management system and the receipt of download in Epic; mark any applicable Follow‑Up accordingly and confirm invoicing.
• Notify the Account Manager of any discrepancies, obvious coverage errors or omissions.
• Process all incoming premium audits, notify the customer and account manager when notified by the carrier that the customer has been deemed uncooperative or non‑compliant with policy audit requirements, or receive a non‑compliant or estimated premium audit.
• Act as quality control, ensuring that all required documentation is in our file and that the agency standards for timeliness and accuracy are being met and reporting any violations to the appropriate agency manager.
• Transmit all requests for policy changes to our insurance partners within the required timeframe, utilizing the specific delivery method for each carrier.
• Confirm receipt of the revised policy declarations and mail insured copies to the customer along with the appropriate letter.
• Invoice any non‑automated premium‑bearing policy transactions in the Agency Management system prioritizing the current month activity to be completed prior to month end; verifying that the invoicing is done at the correct amount and proper agency commission and with any producer specific commission criteria.
• Accurately transact Agency Bill premium and non‑premium transactions on customer accounts.
• Ensuring all agency bill net invoices from Premium Payable Entities are forwarded to Accounts Payable GIA in a timely manner.
• Ensuring that all transactions are completed prior to month end.
• Understand basic Registry of Motor Vehicle forms and policies.
• Comprehend and execute the required daily functions relating to policy download and automated download invoicing.
• Assist with the scanning and electronic mail delivery functions accordingly.
• Retrieve all policy declarations from carriers that do not mail said documents to the agency, review for accuracy and where needed deliver to the insured.
• Receive claim assignments, claim payments and notices and document the Agency Management system.
• Participate in marketing projects as outlined by the management.

• High school diploma or equivalent.
• Ability to organize multiple projects.
• Demonstrated oral and written communication abilities.
• Able to use various types of office software, spreadsheet applications and PC proficiency in Microsoft Office Suite.

• Entry level

• Full‑time

• Other

• Insurance