Customer Service Representative

Hazen Insurance Agency LLC•Bloomington, IN

15d•$35,000 - $65,000•Onsite

About The Position

The Customer Service Representative (CSR) provides service to insurance clients by handling inquiries, resolving issues, and assisting with policy changes and claims. The role focuses on building strong client relationships and maintaining client satisfaction and loyalty. The CSR also educates clients about insurance products, coverage options, and benefits, and identifies relevant additional products. The position is office-based in Bloomington, Indiana, and is full-time, typically Monday through Friday, with occasional evenings or weekends based on client needs. Daily work includes responding to communications, preparing for appointments, reviewing renewals and expirations, processing transactions, coordinating with underwriting and claims teams, following up on unresolved issues and claims, maintaining CRM or agency management system records, collaborating with the team, and preparing for the next business day. The role requires a high school diploma or equivalent and at least two years of customer service experience, preferably in insurance. Candidates must be willing to obtain or already hold an active Property & Casualty license before employment. A bachelor's degree in Business, Communications, or a related field is preferred.

Requirements

High school diploma or equivalent.
At least 2 years of experience in a customer service role, preferably in the insurance industry.
Willingness to obtain a Property & Casualty license before employment, or an active Property & Casualty license.

Nice To Haves

Bachelor's degree in Business, Communications, or a related field.

Responsibilities

Respond to client inquiries and assist with policy changes, renewals, cancellations, and claims processing, providing accurate and timely information about the claims process.
Resolve client issues and complaints, escalate complex cases when needed, and follow up to ensure client satisfaction.
Maintain accurate and current records of client interactions and transactions in the CRM or agency management system.
Educate clients about insurance products, services, coverage options, and benefits, and inform them about relevant additional products.
Conduct client engagement initiatives such as policy reviews and satisfaction surveys, identify ways to improve the client experience, and suggest process improvements.
Check and respond to client and colleague emails and messages, and review the day's appointments and meetings.
Review policies due for renewal or expiration and prepare to contact clients about renewals and options.
Handle client inquiries about policy details, changes, billing, and coverage; process payments, policy changes, renewals, and new applications.
Coordinate with underwriting and claims departments on applications, claim status, and other client-related matters.
Follow up on pending client issues and insurance claims, keeping clients informed about progress and required actions.
Update client records with recent interactions, policy changes, and communications.
Collaborate with the team to discuss ongoing issues, share updates, and coordinate client service strategies.
Ensure client communications are addressed, complete administrative tasks, and prepare for the next business day.
Review daily interactions and identify areas for improvement or additional learning.