Paradiso Insurance
Title: Personal Lines CSR
Reports To: Personal Lines Manager
Job Summary: The Personal Lines CSR performs the essential functions of the position, which include supporting the service needs of clients. Specific service responsibilities are assigned. Marketing activity is required in this position. Meets sales, service, and quality standards adopted by the agency.
PRIMARY RESPONSIBILITIES AND DUTIES
Essential Responsibilities:
■ Work as a team with all staff members to achieve production and agency goals.
■ Stop, Listen, and Ask questions of your customers in order to clearly understand their needs and to build solid relationships.
■ Generate new policy opportunities using account rounding and referrals.
■ VPO usage is mandatory to gather information for prospects and active leads.
■ Add all relevant information into the VPC or AMS360 to ensure data integrity.
■ Possess and maintain a positive mental attitude, including positive working relationships with clients and agency personnel.
■ Service Personal Lines accounts in a manner so as to eliminate gaps in coverage, thus reducing E&O exposures.
■ Gather names and accurate best email addresses for referrals and current clients.
New Business:
■ Pre-qualifies and analyzes prospects’ personal lines coverage needs. Recommends coverages and prepares rating quotes and proposals to sell new accounts.
■ Actively solicits increases in coverage or rounding out accounts through sales to clients at every service contact.
■ Recommends excess and surplus coverages, as needed to meet client insurance needs. Educates clients as to coverage limitations and documents on the system.
■ Completes applications for insurance and has insured sign them. Submits to eligible and appropriate carriers, and follows up to ensure timely receipt of policies or quotations.
■ Actively seeks referrals from current client base to solicit for new business prospects
■ Actively refers clients to Life Benefits and Commercial Lines department for solicitation of new business.
Retention:
■ At each service contact, reviews current client coverages. Recommends changes and additions as needed to ensure high quality coverage and account rounding.
■ Processes renewals and remarkets, as directed by manager.
■ Assists clients with making coverage changes and completes all service requests for client on a time sensitive basis.
■ Informs clients of policy changes, exclusions of coverage and insurance coverage needs. Explains coverages and exclusions to clients. Uses every service contract as opportunity to review and market appropriate coverage.
■ Handles direct-billed “walk-in” payments.
■ Generates documents and produces correspondence to satisfy client service requests or to provide automated information, as needed by client.
■ Assists clients in submitting first reports of claims. Obtains adjustors or visits from agency staff, facilitates prompt response from company staff and follow up on claims status to keep insureds informed where appropriate.
■ Maintains orderly electronic files and information, following agency standards for Farmers eCMS, AMS360, and Astonish VPC.
■ Verifies accuracy and coverage adequacy of policies. Requests changes to correct errors and follows up.
■ Surveys insured’s’ loss exposures and recommends coverage at every service opportunity.
■ Processes incoming mail and email requests and responds promptly and appropriately.
■ Verifies accuracy of all direct bill cancellation notices, and take appropriate action to prevent lapses.
■ Implements agency credit and collection policy in regard to agency-billed personal lines clients.
Marketing:
■ Actively solicits increases in coverage and rounds out accounts through sales to clients; leaves good documentation of all contacts.
■ Gather names and accurate best addresses for referrals and current clients and enter in VPC.
■ Refers current and prospective clients to Life/Benefits Department and to Personal Lines for solicitation of those lines of business; assists in profiling the commercial book of business for marketing purposes.
■ Assists in designing of, or independently designs, insurance plans for clients as assigned and directed by the agency management.
■ Assists or completes other tasks as directed by agency management.
Personal and Organizational Development:
■ Sets priorities and manages workflow to ensure efficient, timely, and accurate processing of transactions and other responsibilities.
■ Maintains a cordial and effective relationship with clients, co-workers, carriers, vendors, and other business contacts.
■ Keeps informed regarding industry information, new product information, legislation, coverages, and technology to continuously improve knowledge and performance.
■ Interacts with others effectively by utilizing good communications skills, cooperating purposefully, and providing information and guidance, as needed, to achieve the business goals of the agency.
■ Understands how to perform technical tasks to expedite client service.