Insurance Customer Service Representative (59826)

Are you passionate about delivering exceptional customer service and eager to grow your career in the insurance industry? As an Insurance Customer Service Representative I (CSR I), you will be part of a dynamic team dedicated to providing Five Diamond Service to our valued clients. This entry-level position is designed for individuals looking to build a strong foundation in Personal Lines insurance while supporting customers with their policy needs.

Start date: September 28th

After training schedule options:

Schedule Option 1

• 5 day work week. (40 hours)
• Work Hours: Monday, Tuesday, Wednesday, Thursday 10:00 am to 7:00 pm, Friday 9:30 am to 6:00 pm.    
• Every Saturday 9-4.
• A full day off on a Tuesday, Wednesday, Thursday or Friday.  The day off will be determined by our Work Force Management team.

Schedule Option 2 

• 6 day work week. (40 hours)
• Every Saturday 4 hours between the hours of 9-4. Example:  9-12, 10-2,12-4.  
•  A half day off on Tuesday, Wednesday, Thursday or Friday. The half day will be determined by our Work Force Management team.
• Work Hours Example: Monday, Tuesday, Wednesday, Thursday 10:00 am to 7:00 pm, Friday 9:30 am to 6:00 pm , Saturday 9:00-12:00, 10:00-2:00 or 12:00-4.  

• Required commitment to work 2 of the following holidays.  Juneteenth, Columbus Day or Veterans Day.    Flexible lunch/break time based on business needs.   

Training: 

Licensing and Product Training will be fully remote for approximately 15 weeks: Monday, Tuesday, Wednesday, Thursday, Friday 8:30 am to 5:00 pm. Must have direct access to modem, and high-speed internet in a quiet workspace free from distraction.  There will be a requirement to pass the Personal Lines Insurance state exam within the first four weeks to maintain this role. Training and study time will be provided. There is always a camera on requirement during training. 

What you will do:

• Complete initial comprehensive Personal Lines insurance training. Will provide day to day servicing of personal lines policies by answering customer questions and requests related to coverages, discounts, registrations, and claims, using Five Diamond standards. Processes policy transactions utilizing various carrier systems. Trains to recognize opportunities to upgrade insurance coverages, and recommend appropriate services and products.
• Processes discounts that are received through email or mail; uses judgment to apply effective date of discount and ensures that proper documentation is received.
• Trains to research premium differences to identify origin of difference; obtains information from master file, selling agent and/or insurance company to resolve discrepancies; develops an understanding of the theory of rating; contacts insureds to explain premium difference; adheres to AAA's Five Diamond service standards in handling customer inquiries.
• Exchange information with insurance companies, underwriters, banks, car dealers, etc. to facilitate processing of insurance related documents. Builds and manages customer relationships and identifies opportunities to improve service delivery.