PRIME GROUP  

Position Title: Commercial Lines CSR

Position Overview:

The Commercial Lines CSR performs the essential functions of the position, which include aiding clients with service needs and making changes to existing accounts. Specific service and marketing responsibilities are required in this position. Meets service and sales delivery standards and performs essential functions to the quality and service standards developed by the agency.

This position provides customer service to Commercial Lines Department and support for the Producers with the goal of increasing new business production and client retention.  Resolves client issues efficiently and accurately primarily through phone and electronic communication methods.  Utilizes superior customer service skills to respond to client requests in methods that exceed their expectation.  Responsible for keeping Commercial Lines Producers advised of deadlines and updates, serving internal and external customers in a positive, professional manner.

Qualifications/ Responsibilities:

• Processing new and renewal business, audits, endorsements, certificates of insurance, and other related items.
• Candidate should have working knowledge of a paperless system (prefer AMS 360 System or Applied).
• Must have a solid understanding of commercial lines insurance, terms and coverages. 
• Position entails servicing new and renewal business and ability to interact with underwriters, customers and agency producers.
• Requires a high school diploma or equivalent, plus 1-3 years of related experience in  Commercial Lines insurance agency environment or with an insurance carrier.
• Valid CSR License (2-20) preferred.

Skills:

• Must have good oral and written communication, interpersonal, problem solving, decision-making, and math skills, as well as detail orientation.
• Must have intermediate Microsoft Office knowledge including Excel.
• Excellent customer service skills, including telephone and listening skills.
   

Performance Expectations /  Position Specific Requirements

New Business:

• Provides technical support to producer(s) to benefit clients and to reach agency’s strategic business goals.
• Reviews proposal, application and other new business documents to ensure that information is complete including but not limited to client signatures on all applications; follows up to ensure timely receipt of policies. Calculates net rate calculations for paygo workers’ compensation clients and forwards to PrimeTax representative.
• Responds to clients’ needs by producing binders, certificates, policies, endorsements, and other related items; verifies their accuracy.
• Inputs in system the new client basic information and new policy detail.

Renewal Business:

• Prepares summaries of insurance, schedules, renewal lists and proposals as needed for account review.
• Remarkets renewals, contacts clients for updated information, creates renewal proposals, and handles other renewal activities in coordination with the producer(s).
• Renews policies following agency standards; verifies each renewal’s accuracy; ensures that all renewals are produced.
  
• Calculates net rate calculations for paygo workers’ compensation clients and forwards to PrimeTax representative.
• Reviews audits of policies; verifies accuracy and facilitates corrections, as needed, between client and carrier.
• Maintains and updates electronic and transactional files.
• Verifies policy and change information, facilitating corrections when necessary.
• Processes incoming mail requests, responding promptly and appropriately.
• Verifies accuracy of all direct billed cancellations and takes appropriate corrective action when needed.
• Determines reasons for requests for cancellations; acts to save accounts; notifies producer(s) according to agency standards.
• Processes and follow up on cancellations request to carriers to ensure accurate and timely resolution; maintains agency in financial equity whenever possible.
• Assists clients in submitting first reports of claims, obtaining adjustors or visits from agency staff;
• facilitates prompt response from carrier staff and follows up on claims status to keep insureds informed and to work towards settlement of claims.

Other Duties:

• Downloads policy transactions from carrier web sites.
• Opens and distributes mail; scans mail to appropriate account manager’s scan folder or as directed.
• Assists or completes other tasks as directed by agency management.
• High School Diploma or GED; some college preferred; valid Property & Casualty (P&C) License (2-20) or
• Customer Service Representative License (440), 3+ years of commercial multi-line P&C experience; exceptional organization and customer service skills; excellent interpersonal, analytical, written and verbal communication skills; knowledge of Word, Excel and Outlook; knowledge of AMS 360 preferred.
• Team-Work Specific Requirements
• Willingness and ability to give and receive input from any/all team members for the betterment of both team and individual performance
• Willingness and ability to recognize and rely on other team members’ strengths and/or superior knowledge, as well as share your own whenever needed
• Excellent communication skills that reflect an ability to present and receive ideas and/or critique in a positive and effective way
• Willingness and ability to work honestly and diligently with all internal team members, team members from other company departments/divisions, and external contacts
• Willingness and ability to effectively resolve conflict, and to do so whenever possible without supervisory intervention
• Willingness and ability to hold yourself to the highest standards of professionalism in all interactions and activities with others, including but not limited to dependability, courtesy, helpfulness, and respecting others’ perspectives/values even when they differ from your own
• Personal Leadership Specific Requirements
• Sets priorities and manages workflow to ensure efficient, timely, and accurate processing of transactions and other responsibilities.
• Maintains a cordial and effective relationship with clients, co-workers, carriers, vendors, and other business contacts.
• Keeps informed regarding industry information, new product information, legislation, coverages, and technology to continuously improve knowledge and performance.
• Interacts with others effectively by utilizing good communications skills, cooperating purposefully, and providing information and guidance, as needed, to achieve the business goals of the agency.
• Understands how to perform technical tasks to expedite client service.
• Personal Systems Specific Requirements
• Punctuality for all meetings and appointments, and timeliness of all required report/follow-up activities
• Ability and willingness to put in the time needed to meet and/or exceed revenue and customer service goals, with the baseline of 8:00 a.m. to 5:00 p.m. as the minimum time requirement
• A highly developed time and task management system (such as time-blocking or other proven techniques), designed to ensure that all commitments are met
•  Highly organized personal space for self and others (so that when you need other team members to access your work, or they need to do so, all information can be easily found)
• Capacity to understand and respect others’ time and your impact on it (e.g. not arranging personal time away when important team events are planned)

For more information or to apply for this position, please contact:

Patty King
Commercial Lines Manager
813.890.0415 x386
pking@primegroupins.com

5402 West Laurel Street, Ste 220
Tampa, FL 33607