Personal Lines Insurance Customer Service Representative

Holman•Mount Laurel, NJ

13d•Hybrid

About The Position

Holman is a family-owned, global automotive services organization. The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales. This position handles incoming customer phone calls, resolves issues or reroutes them, and follows up to ensure requests are met. The role involves processing policy changes, answering billing questions, issuing insurance documents and certificates, and handling other service requests via phone, email, or mail. It also supports the sales team by organizing and filing insurance policy documents and customer information, and assists the customer support team with policy audits, data uploads/downloads, and retention efforts. The representative fields questions about insurance coverage, policy provisions, discounts, and pricing. Participation in efforts to maximize renewal retention, such as renewal audits, client surveys, thank you calls, and mailings, is expected. The role works closely with the management team to achieve premium, retention, and growth targets and acts as a brand ambassador for the insurance group. Interaction with Account Representatives and customer service personnel is necessary to meet growth and service objectives. This may include assisting with new employees, training others on the business operating system, or sharing successful ideas and processes. Administrative tasks include taking calls, making outbound calls, responding to emails, filing, sorting mail, assisting with events, responding to carrier communications, and supporting finance and accounting teams. The position requires dedication to exceptional customer care and comfortable interaction with prospects, clients, and colleagues both in and outside Holman. Adaptability is key as Holman Insurance Services is a growing division. Candidates need a “get it done” attitude and willingness to adapt. Flexibility in work schedule is needed, potentially including evening and Saturday hours. Travel within the local NJ and PA markets for meetings, prospecting, and network development may be required.

Requirements

Four-year college degree or demonstrated equivalent experience.
Property & Casualty Insurance License Required.
Candidates must have an insurance license or be able to sit for and pass state licensing exams for both Property and Casualty.
License issuance will be required within 90 days of joining the Holman organization.
Qualified candidates will also be able to travel within the local NJ and PA markets for meetings, prospecting calls and network development.
Individuals must be highly organized and exceptional at following-up on assigned tasks.
Focused on learning and personal growth.
Goal driven, self-motivated and comfortable with individual accountability while also being collaborative and comfortable working in a team environment.
A demonstrated ability to develop genuine relationships with selected business partners and fellow team members within the insurance operation.
Candidates must be outgoing and able to inspire and motivate potential referral sources.
Dedicated to delivering exceptional customer care to all prospects and clients of the business.
Able to interact comfortably, both over the phone and in person, with prospects, clients, referral sources and business colleagues both in and outside of the Holman group of companies.
Excellent writing and communication skills.

Nice To Haves

Property and Casualty insurance experience is preferred, but not required.

Responsibilities

Handle incoming customer phone calls and either resolve issues or reroute to a team member.
Follow-up with customers as needed to ensure requests have been met.
Process policy changes, answer billing questions, issue insurance documents and certificates and other service requests that might come via phone, e-mail or mail.
Assist the sales team by organizing, scanning and electronically filing required insurance policy documents and customer information.
Assist the customer support team by assisting with policy audits, uploading or downloading information and helping with retention efforts.
Field questions from prospects and customers regarding insurance coverage options, policy provisions, discounts and pricing and other information that might be requested.
Participate in efforts to maximize renewal retention. These efforts might include renewal audits, client surveys or questionnaires conducted by phone, thank you calls, birthday or anniversary mailings or other customer care initiatives as directed.
Work closely with management team to help achieve premium, retention and growth targets for all lines of selected business.
Act as a brand ambassador for the insurance group at all Holman functions and across the Holman organization.
Interact with Account Representatives and customer service personnel as needed to help the business consistently meet its growth and service objectives.
Assist with new employees from time to time, helping to train others on the business operating system or sharing successful ideas and processes with the rest of the frontline.
Complete administrative tasks as directed by the leadership team including, but not limited to, taking incoming calls, making outbound customer calls, responding to e-mails, filing (electronic and paper), sorting and distributing mail, assisting with community and corporate events, responding to carrier communications and assisting the finance and accounting team with tasks that may be assigned.
Dedicated to delivering exceptional customer care to all prospects and clients of the business.
Able to interact comfortably, both over the phone and in person, with prospects, clients, referral sources and business colleagues both in and outside of the Holman group of companies.
Adapt to business growth and change with a “get it done” attitude.
Become acquainted with, and a robust user of, the Agency Management System, including attending training sessions and independent study.
Develop genuine relationships with selected business partners and fellow team members.
Inspire and motivate potential referral sources.

Benefits

Health Insurance
Vision Insurance
Dental Insurance
Life and Disability Insurance
Flexible Spending and Health Savings Accounts
Employee Assistance Program
401(k) plan with Company Match
Paid Time Off (PTO)
Paid Holidays, Bereavement, and Jury Duty
Paid Pregnancy/Parental leave
Paid Military Leave
Tuition Reimbursement
Paid sick leave benefit that meets mandated requirements (for part-time and temporary employees in specific geographic areas).