JOB SUMMARY/ORGANIZATIONAL IMPACT: The Client Service Representative (“CSR”) specializes in providing exceptional support to Account Managers in our Commercial Risk Management Division. They must also effectively and professionally interact with Summit clients to provide information in response to inquiries about products and services and to handle and resolve complaints. The CSR must be proficient in the areas of commercial property and casualty service, ratings, claims, and billings.
RESPONSIBILITIES/ ESSENTIAL FUNCTIONS:
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. These tasks will be recorded in the Company CRM system.
- Assist Account Managers with investigation regarding unresolved customer grievances.
- Review insurance policy terms and collaborate with Account Managers to determine whether a loss is covered by insurance.
- Assist in the renewal process under the guidance of the Account Manager.
- Learn and know all company rating systems
- Learn and become proficient in processing certificates of insurance requests, handling all claims procedures, and following up with clients regarding billing issues.
- Identify process improvement opportunities to ensure service standards are exceeded.
- Perform related responsibilities and general administrative duties as required or assigned.
EXPERIENCE:
- Previous office experience
- Experience using Microsoft Office suite, Office365 experience preferred
- 2+ years using Excel
EDUCATION:
- High school diploma or equivalent; Bachelor’s degree preferred.
CERTIFICATIONS/LICENSES:
- Active state property and casualty insurance license (or ability to obtain within 6 months of hire)
