Client Service Agent
Job Description:
This position require a high degree of interaction with existing and prospective clients. Ability to communicate and prompt respond to maintain clients retention.
Support Team Leader and Account Managers in servicing and retaining of commercial lines accounts. Work to ensure that client retention and service goals are met by responding promptly to requests from clients, coworkers, Team Leader and Producers. May be responsible for the management and servicing of assigned accounts under the direction of the Team Leader and Account Managers or independently as the Client Service Agent gains experience.
This position reports to the Team Leader and works as a part of the Commercial Lines Department which consists of Client Service Agents and Account Managers. Department personnel work closely with agency Producers and other employees in order to effectively assist clients and support agency initiatives. This department is a high pressured, fast-paced environment with significant disruption. Large number of multiple steps in complex system performed with accuracy and speed is essential to the successful completion of tasks. The workspace is indoors at the Winchester, VA office location. Minimal travel is required for this position but may be needed occasionally for training, community events, or other agency initiatives.
Performance Standards:
• Adherence to developed procedures and guidelines.
• Review and respond to emails and client voicemails within one business day and provide expectation of request resolution timeframe when appropriate.
• Maintenance of a 3-day maximum processing backlog.
• Responsive to client, carrier and management requests.
• Effective team player to both the department and the agency as a whole.
• Continuous effort to improve knowledge and performance.
• 95% retention rate of existing client accounts.
Requirements:
• Progressive property & casualty insurance experience as defined by the tier descriptions in the Work Environment and Department Structure section of this document.
• Client service experience preferred.
• 2-year of completed college coursework or industry specific designation preferred.
• Property & Casualty Insurance License in good standing or obtained within 60 days of employment.
• Valid driver’s license.