Customer Service Representative

Job description

Additional Considerations (if any): - At Midwest Heritage, the core of our culture is taking care of the customer and taking care of each other. Our employees appreciate that their contributions make a direct impact on the success of our business as well as their own personal and professional growth. Job Title : P&C Personal Lines Customer Service Representative I Department: Insurance FLSA: Non-Exempt General Function: Provide first class customer service over the phone, in writing, or in person to Midwest Heritage Insurance Services customers and internal Midwest Heritage staff. Core Competencies Customers Service In-House Relationship Management Administration Reporting Relations: Accountable and Reports to: Client Services Manager Positions that Report to you: None Primary Duties and Responsibilities: Learns and applies agency systems, carrier platforms, workflows, and internal processes Handles routine inbound customer service requests via email, phone calls, and walk-in interactions Provides administrative and sales support service to Producers and Account Managers in processing new & renewal business Assists with routine policy servicing activities including policy changes, billing inquiries, claims support, and cancellations Supports quoting activities for new, renewal, and rewrite business as directed Follows established agency workflows and documentation standards to ensure timely and accurate processing Maintains accurate client records and documents all customer interactions within agency management systems Communicates professionally and courteously with clients, team members, and carriers Keeps Producers, Account Managers, and leadership informed of important client service activities or potential concerns Prepares routine correspondence such as underwriting follow-up letters, renewal notices, and client communications May assist with basic quoting activities for standard personal lines policies under supervision or according to established guidelines. Assists in cross-selling banking, investment, and additional insurance products by identifying potential referral opportunities Supports personal lines, commercial lines, and/or farm insurance customers depending on business needs Demonstrates a positive attitude, willingness to learn, and commitment to working collaboratively in a team environment Reports to work as scheduled and maintains dependable attendance Manages assigned workload effectively and completes follow-up activities in a timely manner Participates in agency and carrier meetings and training sessions as assigned Maintains required licensing and continuing education requirements, or works toward obtaining licensing if not currently licensed Secondary Duties and Responsibilities: Performs other job-related duties and special projects as assigned Knowledge, Skills, Abilities, and Worker Characteristics: Friendly, professional, and customer-focused demeanor Strong verbal and written communication skills Willingness to learn insurance products, coverages, carrier guidelines, and agency procedures Ability to follow established workflows, processes, and service standards Strong organizational skills, attention to detail, and follow-up abilities Ability to work effectively as part of a team environment Basic problem-solving and time management skills Ability to maintain confidentiality and handle sensitive information appropriately Proficiency with Microsoft Office products and basic data entry skills Ability to learn and navigate agency management systems and carrier websites Education and Experience: High School diploma or equivalent required Previous customer service experience preferred Prior Property & Casualty insurance experience is helpful but not required Must hold required insurance licensing or be willing to obtain licensing within an established timeframe Physical Requirements: This position is classified sedentary/light and requires the ability to sit for long periods of time. Visual requirements include: ability to see detail at near range with or without correction. Must be able to perform the following physical activities: sitting for long periods, talking (in person and by telephone), hearing and repetitive motions. Working Conditions: The duties of this position are normally performed in a general office setting. This is a fast paced work environment. There is frequent pressure to meet deadlines and handle multiple projects in a day. Equipment Used to Perform Job: Computer (PC with Microsoft Office programs), telephone, calculator, telephone, copier, fax, and printer. Contacts: This position works with Midwest Heritage employees, bank customers, Hy-Vee employees, vendors and outside agents doing direct business with Midwest Heritage. Confidentiality: This position has the responsibility to protect the privacy and confidentiality of customers, employees and bank/insurance/financial information at all times.