Customer Service Insurance Professional (Personal Lines)

Frankenmuth Insurance Company

About The Position

Under moderate supervision and following standard procedures with some independent judgment, this role is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of all Personal Lines products, company forms and programs. This position involves front-line underwriting of current business, proactively identifying cross-sell and upsell opportunities from existing business, and thoroughly underwriting the risk at the time of quote, binding, and issuance. It includes defined underwriting authority for rewrites and requires effective communication with policyholders, agents, third-party individuals, vendors, and team members within the customer service department.

Requirements

Ability to work legally in the United States.
Property & Casualty License required.

Nice To Haves

Two to four years related experience and/or training; or associate's degree (A.A.) from two-year college/technical school; or equivalent combination of education and related experience/training.

Responsibilities

Builds and maintains working relationships with customers and agents by responding to inquiries regarding insurance availability, eligibility of policy and coverages, completing full reviews of policy coverages, advising policyholders of coverage options, and determining eligibility and acceptability of policy change requests.
Follows up with policyholders regarding all necessary underwriting requests to complete a new business policy or endorsement issuance.
Completes Replacement Cost Estimator (RCE) on any homeowner coverage changes.
Communicates verbally, in writing, and electronically with customers, agents, and vendors.
Keeps detailed records of customer interactions and transactions, recording details of inquiries, complaints, policy quotes and issuance, and general comments, as well as actions taken.
Fields initial claims and billing inquiries.
Identifies sales opportunities for all Personal Lines insurance products by completing risk assessments, determining eligibility, completing policy quotes, completing Replacement Cost Estimator (RCE) on all new business quoted or issued, reviewing applications, binding coverage for customers quoted, and soliciting sales of new or additional services or products.
Processes policy changes such as address changes, vehicle additions, or coverage changes.
Provides training support for the team by creating or modifying tools/job aids and facilitating training of new hires and current team members.
Performs other duties as assigned.