Commercial Lines Customer Service Representative

The Commercial Lines CSR is responsible for maintaining solid customer relationships by handling customer inquiries and concerns with speed and professionalism through daily interaction with customers, insurance carriers, and fellow employees while conducting specific service and marketing activities.

• Provide service to existing clients related to updating policies, providing quotes, taking payments, answering questions, providing documentation.
• Answer customer calls and correspondence regarding new or existing insurance policies and service all claims which include regular and after-hour claims.
• Work with new clients or support a producer in an effort to understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
• Set appointments and/or client calls or support a producer to review existing policies, review liability limits and exposures, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
• Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.
• Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution.
• Review audits or policies; verify accuracy and facilitate corrections, as needed, between client and carrier.
• Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.
• Collaborate with team members, mentor staff, provide expertise and answer questions, and participate in formal and informal meetings as needed.

• Hold the insurance license required by your state and have a minimum of two years commercial lines insurance account management experience as well as a Bachelor's Degree or comparable work experience.
• Demonstrate strong knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations to effectively manage, maintain, and write assigned clients and prospects.
• Demonstrate strong customer focus and an excellent phone manner; display strong written and verbal communication skills as well as excellent math and reading skills to perform calculations.
• Possess a sense of urgency, attention to detail, organization, multi-tasking, and follow up skills and the ability to handle difficult situations with customers and solve complex problems without direct supervision.
• Have excellent time management skills with a personal accountability mindset as well as technology and computer proficiency, including agency management systems, rating tools, and carrier website navigation.

• Competitive Pay
• Professional Development
• Job Stability in a growing industry

If you're looking for a career that offers flexibility, job stability, strong compensation, and more, then you've come to the right place! Working with an IIANC member agency is a great career choice!

IIANC's members are Trusted Choice independent insurance agencies located all across North Carolina. You'll find nearly 1,000 of our member agencies in small towns and large cities from the mountains to the coast. Many of these agencies are actively hiring to fill vacant positions so there is a good chance that there is a job opening near you! With an upcoming worker shortage in the insurance industry due to the retirement of many veteran insurance agents, the demand for insurance professionals is growing every day! Is this career right for you?

This agency is independently owned and operated. Your application will go directly to the agency, and all hiring decisions will be made by the management of this agency. All inquiries about employment at this agency should be made directly to the agency location and not to the Independent Insurance Agents of North Carolina.