Customer Service Representative

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Position: Insurance Customer Service Representative (CSR)

Job Description: The Clare Mutual Insurance (CM) CSR is to seek, select and retain the best property and casualty insurance risks in CM’s chosen markets. This is accomplished by establishing new and sustaining existing business relationships with individuals whom are in need of home, liability, automobile, farm or commercial insurance.

Reports To: Underwriter

Specific Duties & Responsibilities shall include but are not limited to:

New Business

The CSR responds to both call-in and walk-in traffic for quotes, questions and writing new applications.  Encourage multiple lines of business with these contacts.  

After providing a quote and the potential client indicates he/she would like to proceed with an application, the agent must proceed with the underwriting requirements to confirm eligibility and price.

The CSR is to set up inspections for all new properties.  Once the inspection is completed, the CSR is to review the completed inspection with coverage applied for and to adjust the coverage when necessary. Contact is to be made with the policyholder if there are concerns to be addressed. 

Existing Clients  

The CSR must:

• Respond to all call-in, walk-in and written communications and requests that fall within his/her coverage territory.

• Identify potential insurance opportunities and advise the client.

• Process changes to existing policies as requested and review for possible change in risk at that time. Also, confirm existing coverage is appropriate and suggest changes that would better serve the client.

• Review policy renewals for concerns that would require review prior to usual review requirements. (Vacant, under construction, rental etc.) 

• Inspections are to be arranged with the inspector and the policyholder as per underwriting guidelines.

• Know your risks at all times. This requires the CSR to discuss limits on policies and to suggest additional coverage if needed. 

• Consult with underwriters with concerns about eligibility and ways to improve the process and work flow. 

• If an inspection has been completed, the CSR must review any concerns noted by inspector with the policyholder.  

• It is also expected of the CSR to make every attempt to have a substantive contact with all policyholders at least once every two (2) to five (5) years, depending on type of risk, or as otherwise directed by the underwriter.

• Following the completion of a CSR’s contact with a policyholder, summary notes of the meeting or the conversation must be prepared and recorded in the applicable policy management system. 

• When contacted by a policyholder due to a possible claim, the agent is required to review coverage/deductible and gather the required claims data.

• Respond to customer service e-mails and phone calls.  

• Respond to other customer inquiries.

• With customer contact, the CSR will ensure all insurance needs of the customer are well served at the time of contact.

Education and Skill Requirements:

• Insurance Agent Level 2 License for the province of Nova Scotia;

• Excellent analytical skills;

• Highly organized;

• Computer literate

• Strong communication and relationship building skills

Personal Characteristics:

• Professional, courteous and friendly;

• Perform well in a busy, small business environment;

• Ability to establish credibility and influence while building strong relationships with internal and external stakeholders

• Farm/agricultural, commercial business experience an asset.

The above is intended to describe the general content of and requirements for the performance of this position.  It is not to be construed as an exhaustive list of duties, responsibilities and requirements.