Personal Lines Insurance Customer Service Representative

• Handle incoming customer phone calls and resolve issues or reroute calls to team members.
• Follow up with customers to ensure requests have been met.
• Process policy changes, answer billing questions, issue insurance documents and certificates, and handle service requests by phone, email, or mail.
• Organize, scan, and electronically file insurance policy documents and customer information.
• Assist with policy audits, uploading/downloading information, and customer retention efforts.
• Answer prospect and customer questions about insurance coverage, policy provisions, discounts, pricing, and related information.
• Participate in renewal retention efforts, including audits, surveys, questionnaires, thank-you calls, mailings, and customer-care initiatives.
• Work with management to achieve premium, retention, and growth targets.
• Act as a brand ambassador for the insurance group at Holman functions and across the organization.
• Collaborate with Account Representatives and customer-service personnel, assist new employees, train others on the business operating system, and share successful processes.
• Complete administrative tasks including incoming and outbound calls, email responses, filing, mail distribution, community and corporate events, carrier communications, and finance/accounting support.

Requirements

• Four-year college degree or demonstrated equivalent experience as determined by department management.
• A Florida 2-20 Property & Casualty License required. A Florida 20-44 license may be considered for the right candidate.
• 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.
• Property and Casualty insurance experience is preferred, but not required.
• Some flexibility in work schedule, including evening and Saturday hours.
• Qualified candidates will also be able to travel within the local NJ and PA markets for meetings, prospecting calls and network development.
• Highly organized and exceptional at following-up on assigned tasks.
• Focused on learning and personal growth.
• Become acquainted with, and a robust user of, the Agency Management System.
• Goal driven, self-motivated and comfortable with individual accountability while also being collaborative and comfortable working in a team environment.
• Ability to develop genuine relationships with selected business partners and fellow team members.
• Outgoing and able to inspire and motivate potential referral sources.
• Excellent writing and communication skills.

Core Competencies

Demonstrates expertise in customer service and insurance processes, including policy management and retention strategies. Proficient in using Agency Management Systems and maintaining compliance with licensing requirements.

Highest-signal resume keywords

• Florida 2-20 Property & Casualty License
• Customer Service Experience
• Agency Management System Proficiency
• Insurance Policy Management
• Organizational Skills

Hard Skills

• Policy Changes Processing
• Insurance Document Issuance
• Billing Question Resolution
• Service Request Handling
• Policy Audits Assistance
• Customer Retention Strategies
• Data Organization and Filing
• Insurance Coverage Knowledge
• Premium Growth Target Achievement
• Administrative Task Management

Soft Skills

• Excellent Communication Skills
• Goal Driven
• Self-Motivated
• Team Collaboration
• Relationship Building

Certifications & Qualifications

• Florida 2-20 Property & Casualty License
• Florida 20-44 License

Industry Keywords

• Insurance
• Customer Care Initiatives
• Retention Efforts
• Prospecting Calls
• Community Events

Tools & Technologies

• Agency Management System

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