What are the responsibilities and job description for the CSR Agency Services position at Western Reserve Group?
This position will provide support for the Agency Services Department. This position is responsible for having strong customer related service skills and the fostering of team, departmental, and company relationships. This position will promote positive agency, agent, and company relations.
The position may also require performing job functions within other areas of the Business Operations Department.
Salary Grade (5) 17.07 - 21.34 - 25.60
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Downloads (unmatched, manual entry on anything that doesn't automatically sync or load)
Communicates via telephone, text, fax, electronic, and written communication in a courteous and professional manner.
Process insured payments and answer invoice questions for WRG and other carriers
Sorting / scanning mail - calling for updated addresses on returned mail, etc.
Help with marketing material and/or welcome letters - compile the addresses, print letters, stuff/mail
Pull physical files – scan appropriate material
Enter claims calls for a new FNOL (First Notice of Loss) for appropriate carrier
Set appointments for renewal reviews
Do research for potential life policies – (search for births, adoptions, etc)
Assist Supervisor with monthly commission reports
Data entry in Agency Management System (Hawksoft)
Procedural support for the Agents in coordination with the Supervisor
Troubleshoot and resolve problems that result from customer calls/mail - report to supervisor
Work closely with Agents and Supervisor to achieve departmental Service Standards
Demonstrate leadership skills, positive attitude and create a favorable experience for our customers
Maintain and update the Training Manual
Assist with or complete special projects as assigned
Provides input as to changes/improvements in systems and workflows - tests and provides feedback
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
2 years of office prior experience, preferred
Proficient in Microsoft Office
Excellent Computer Skills
Excellent verbal and written communication skills
Ability to handle multiple tasks in a changing work environment
Ambitious and self-motivated
Strong logical thinker
Ability to think “Outside of the box”
Excellent Organizational and Time Management Skills
Ability to work with limited direct supervision
Ability to make independent judgment and decisions
Introductory education courses will be required if no prior Insurance experience
LANGUAGE SKILLS
The individual must be able to effectively and clearly communicate with internal and external customers via telephone, fax, e-mail, text messaging, one-on-one dialogue and small group presentations in a highly professional manner.
REASONING ABILITY
The position requires the individual to apply common sense, understanding, reasoning, and sound educated judgment in conjunction with sound training and experience to properly evaluate and analyze all aspects of the position.
CERTIFICATES, LICENSES, REGISTRATIONS
None required
Additional insurance course work and seminars/webinars are recommended.
PHYSICAL DEMANDS
Employees are required to perform various PC functions at a workstation. Additionally, the employee is required to devote substantial time to telephone communication.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee may be required to stand, walk, reach with hands and arms and bend or squat, to perform various functions. The employee is required to lift up to 45 pounds. The employee may be required to perform these duties one or more days per week.
Employee may be required to travel from time to time. This may require extended periods of time sitting in a vehicle.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
The Employee will be assigned a specific workstation. The workstation has the necessary space and equipment to perform the position duties.