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Customer Service Manager

Description:

Blue Ridge Risk Partners began as the merger of three successful and respected insurance agencies headquartered in Maryland and West Virginia. While Blue Ridge Risk Partners is relatively young in name, our legacy goes back more than 120 years. Today, Blue Ridge Risk Partners leverages a strong entrepreneurial spirit and the highest ethical standards to continue the legacy established by our original founders, delivering exceptional commitment to our clients and our communities. With eighteen offices across Maryland, Pennsylvania and West Virginia, our agency has evolved into a regional independent insurance agency offering insurance and risk management solutions to over 25,000 business and individual clients.


With a proven track record of success and well over a century of experience, Blue Ridge is poised for even greater accomplishments in the future. Our growth strategy centers on both organic business development along with mergers and acquisitions. Now we are excitedly positioning ourselves for continued growth in the future by building on our team of dedicated, skilled and caring professionals.


Position Title: Service Agent

Job Classification: Non-Exempt; Full Time Position

Responsible to: Client Support Division Manager


Job Summary:

The Service Agent is responsible for providing service and guidance to personal and commercial clients within the Select Department. Other responsibilities include facilitating the initial claim process, handling payment questions, and verifying quality of endorsements processed by carriers. The Service Agent performs the essential functions of the position noted below, while meeting the quality and service standards developed by the agency.


Supervisory Responsibilities:

  • Not Applicable.

Essential Functions:

  • Manages client support needs including endorsement requests, proof of insurance, cancellation requests, inspection questions, client/carrier correspondence, coverage analysis recommendations, and claim reporting.
  • Provides billing support and responds to client audit inquires.
  • Interacts with clients (in person, via telephone, or E-Mail) to discuss needs and assure satisfaction, respond to inquiries, solicit sales, and solve client problems.
  • Facilitates initial claims process by gathering information and providing warm handoff to carrier claims team.
  • Processes all account transactions as needed assuring that all items are handled in a timely manner, are accurate and reflect the established agency procedures. This includes, but not limited to:
  • Endorsement submission and review
  • Payment and billing questions
  • Cancellation requests
  • Certificates and ID cards
  • Audits, facilitating corrections as needed
  • Inspection questions
  • Client/carrier correspondence
  • Coverage analysis and recommendations
  • Follows agency credit and collection procedures in invoicing and pursuing prompt payments.
  • Manages cancellation processes according to agency standards, addressing both carrier and client requests as received.
  • Assist clients in submitting claims reports or respond to inquiries.
  • Sets priorities and manages workflow to ensure efficient, timely and accurate processing of activities and other responsibilities.
  • Stays up to date with industry information, new product information, legislation, coverages and technology to continuously improve knowledge and performance.
  • Interacts with others effectively by utilizing good communication skills, cooperating purposefully and providing information and guidance, as needed, to achieve the business goals of the agency.
  • Maintains a cordial and effective relationship with clients, carriers, vendors and other business contacts to maintain a high level of client retention and product loyalty.
  • Coach and mentor team members on technical, procedural and relationship skills.
  • Actively seek ways to improve client services and communicate ideas for improved client service to superior positions.
  • Comply with departmental reporting requirements.

Knowledge, Skills & Abilities:

  • Ability to communicate orally and in writing, to explain insurance issues, to receive and interpret complex information, and respond appropriately. Bilingual abilities are a plus.
  • Ability to understand written and oral communication and interpret abstract information.
  • Knowledge of insurance products, markets, rating and underwriting procedures.
  • Excellent interpersonal and customer service skills.
  • Confident, self-starter who works well independently.
  • Excellent organizational skills, attention to detail and time management skills with a proven ability to meet deadlines and multi-task.
  • Proficient with Microsoft Office Suite or related software.
. Requirements:

Education and Experience:

  • A current Property & Casualty Agents License
  • Previous insurance experience preferred, with at least two years property and casualty experience.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Work is normally performed in a typical interior/office work environment. The employee frequently is required to remain in a stationary position, often standing or sitting for prolonged periods.
  • While performing the duties of this job, the employee is regularly required to communicate, listen and observe. Specifically, the employee must be able to communicate clearly on the telephone with others.
  • This position frequently communicates with clients who have inquiries about their policy, invoicing, and claims. Must be able to exchange accurate information in these situations.
  • Constantly operates a computer and other office productivity machinery, such as calculator, copy machine, and computer printer. This includes repeating motions that involve the wrists, hands and/or fingers.
  • Position may require the employee to ascend and/or descend ladders, stairs, ramps, and the like.
  • High stress, fast-paced environment with a high volume of work to be completed daily.
  • Limited physical effort required or exposure to physical risk. However, must be able to lift 15 pounds at times.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Blue Ridge Risk Partners is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as individual with a disability, or other applicable legally protected characteristics.


PM21

PI130146478

Posted
02/18/2021
Salary Range
$34,000.00 - 65,000.00
per Year
Salary range estimated by
Location
Charleston, WV 25901, US