Boat Insurance Customer Service Rep

OVERVIEW:

The position of Boat Insurance CSR at Newcoast is responsible for the servicing of existing client policies for boat, and other insurance lines. The goals of the CSR are to:

• Build and maintain strong positive relationships with existing clients. 
• Work with insurance advisors to solve customer issues to ensure 100% customer satisfaction.   
• Increase Newcoast’s reputation as the premier provider of marine insurance services.  

Work closely with carriers, sales and management to maintain a high renewal retention rate and superior FANS scores. 

KEY TASKS:

• Achieve customer satisfaction and retention objectives. 
• Cultivate relationships with existing clients, MarineMax and subsidiary company sales teams and business offices. 
• Meet with existing clients via telephone, email and chat. 
• Evaluate business or individual customers’ needs and propose risk management strategies and insurance policy plans that meet their criteria. 
• Maintain pipeline records in CRM systems. 
  • Track and maintain all activities related to customer service activities. 
  • Utilize dashboards and reporting to provide progress metrics to leadership. 
  • Participation in campaigns via CRM provided by the marketing team. 
• Constantly update job knowledge through customer service development training.
• Stay current on and learn about new insurance products and services. 
• Process endorsements, payments, claims, client requests, and answer any questions.

 KEY RESULTS: 

• Ensures that all insurance and work products delivered to prospects and customers meet the high-quality standards of Newcoast.
• Demonstrate continued personal improvement via growth of skillsets in customer service methodology, insurance knowledge and general marine industry knowledge. 
• Effective working relationships developed with other customer service team members, placement and service teams, and stakeholders.

 SKILLS & REQUIREMENTS:  

• Experience in insurance or marine industry roles preferred with an excellent understanding of customer service, coverages and insurance operations. 
• Resident Property & Casualty agent license required in candidate’s home state with ability to add non-resident licenses where necessary. 
• Experience and understanding of Applied EPIC, CRM systems, analytics and other commonly used customer service tools. 
• The ideal candidate is a personable, friendly, outgoing, insurance advocate. 
• Pro-active, organized, results driven, meets deadlines, self-driven, collaborative, technically savvy. 
• This person must have strong written and verbal communication skills. 
• This person is charismatic, friendly, and upbeat with ability to build rapport with clients quickly. 
• The ideal candidate has experience and interest in recreational boating. 
• Good knowledge of MS Office including Word, Excel and PowerPoint.

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