Personal Insurance Client Advisor; Bilingual

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal‑opportunity workplace and affirmative‑action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

The Person al Insurance Client Advisor will work in a team environment with all members of the Personal Insurance department, including but not limited to the sales team and management team, to effectively respond to our clients’ needs and requests and to properly protect their assets.

• Client advisor swill handle a book of business by which he/she will build a relationship with each account and take ownership that the activities on the account are settled efficiently and accurately.
• Assist clients with policy changes, renewals and claims processing.
• Consistently advise clients on our “value” proposition to take the emphasis away from price exclusively and focus more on having comprehensive coverage.
• Conduct coverage and exposure reviews with existing clients to inform and advise on the importance of having adequate coverage at the time of a loss. This may include reaching out to clients with adverse development of their loss experience.
• Call out to new clients within your client assignments within 30-45 days of their new business effective date to make a personal introduction of your name and contact information. During this call, determine if there are any outstanding issues that need to be addressed and confirm the most effective form of communication with the client going forward.
• Review potential non‑renewal issues with management.
• Discuss with the carrier if eligible for reinstatement or if coverage is to be rewritten.
• Quote and issue mid‑term rewrites as the need arises and exposures change.
• Review renewal increases over established threshold. Contact incumbent carrier for rate relief options and discuss with insured. If marketing is our only choice, task out to the Placement Specialist team.
• Contact clients who have cancelled or requested cancellation of their insurance policy to determine the primary reasons for their decision to move their insurance. Establish controls to re‑solicit coverage and earn back business. Discuss findings with sales team and management.
• Communicate directly with insurance company underwriters to resolve outstanding or potential issues in an effort to protect client’s insurability.
• Document all interactions, including but not limited to clients and Carriers, (phone calls, e‑mails, face‑to‑face meetings, letters, etc.) in company system so that any team member can assist client.
• Consistently obtain and update client’s primary contact information with the focus being placed on e‑mail address and best contact phone number.
• Advise existing clients on preferred premium payment methods such as EFT, recurring credit card, and paid‑in‑full.
• Confirm appropriate tasks have been created in company system to properly service clients. Follow‑up on pending activities/tasks until fully completed.
• Handle Reg. 34 issues and follow‑up with DMV to confirm that any potential license/registration suspensions for our clients are resolved as soon as possible. Keep clients informed throughout the entire process.
• Meet established metrics/expectations for position including, but not limited to, Account Servicing activity, Referral Activity, Call Volume,…