Summary
A Personal Lines Customer Service Representative is responsible for helping clients select and manage their personal home and auto insurance policies. This role involves assessing client needs, providing tailored recommendations, and ensuring clients understand their coverage options. Strong communication, attention to detail, and a customer-focused approach are essential for success in this position.
Duties & Responsibilities
Client Service & Account Management
- Manage and service inbound clients to understand their personal home and auto insurance needs.
- Research, analyze, and compare personal lines insurance policies across multiple carriers to recommend appropriate coverage based on clients’ needs, preferences, and budget.
- Develop, present, and explain customized insurance proposals and quotes, including coverage options, policy limits, premiums, and value comparisons.
- Assist clients with new business applications, renewals, endorsements, and policy changes, ensuring accuracy, compliance, and timely processing.
- Educate clients on policy features, benefits, exclusions, and cost-saving opportunities such as bundling, deductible adjustments, and available discounts.
- Build and maintain long-term client relationships through ongoing support, proactive policy reviews, renewal outreach, and addressing changes in coverage needs.
- Identify opportunities to cross-sell additional personal lines products and advise clients on risk management strategies to protect personal assets.
- Manage policy cancellations and expirations, ensuring proper documentation, resolution of outstanding items, and continuous coverage when applicable
- Maintain accurate client records and ensure all policies and documentation comply with local regulations, industry standards, and company procedures.
- Manage end-to-end policy billing and collections, including invoicing for new, renewal, endorsement, and cancellation transactions; collecting required down payments and balances; establishing and monitoring initial payment schedules; securing payment in full when required and obtaining or updating automatic payment methods.
- Offer exceptional customer service by responding promptly to inquiries, resolving issues, and providing guidance throughout the insurance process.
Professional Development
- Keep up-to-date with changes in the insurance market, new products, and regulatory changes to offer the best advice to clients.
- Participate in training sessions, industry events, and professional development opportunities to stay current on best practices and new insurance products.
Team Collaboration
- Work closely with other team members, such as underwriters, claims adjusters, and customer service representatives, to ensure seamless service and client satisfaction.
Other Responsibilities
- Maintain a clean, organized workspace, both personal and shared, while being mindful of client privacy and information security.
- Perform other duties or special projects as assigned by management.
Knowledge, Skills & Abilities
- Strong attention to detail and accuracy.
- Strong organizational and time management skills.
- Strong communication skills – verbal and written.
- Strong foundational math skills.
- Ability to maintain & grow strong clientele relationships.
- Ability to handle multiple tasks and meet deadlines.
- Ability to excel in a dynamic and challenging environment.
- Proficient with office equipment and technology.
- Capable of working independently and collaborating effectively within a team.
Education & Experience
- High school diploma or equivalent.
- Minimum 1 year of experience in the insurance and/or customer service industry is preferred.
- Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, OneDrive, Outlook, etc.)
- QuickBooks experience is an asset.
Compensation is negotiable based on experience, qualifications, and insurance licensing.
Pay: From $11.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Work Location: In person
