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Could you use extra stack-of-united-states-ten-dollar-bills-isolated-on-white-background.jpg  REFER A FRIEND
If we have provided you great service then refer your friend,

if they get a quote, we will send you a $10 gift card.

Customer Service Representative

Reporting to the Exclusive Agent Leader, primarily focused on providing service to policy holders and prospective customers. Providing warm leads to Licensed Producers. Assisting with the smooth running of administrative tasks. Helping to improve the volume of work that flows through the organization by streamlining existing processes and developing new ones. Providing a high level of feedback to the EAL, highlighting areas of improvement.

Key areas of responsibility

  • Provides customer service to assigned policyholders

  • Assists customers with problems, complaints and other issues

  • Notifies agent/office manager of problems occurring from support area and recommend solution

  • Work retention list for assigned policyholders, includes:

      • Pre-renewal lists

      • Post renewal lists

      • Annual reviews

  • Process all P&C endorsements; following proper procedures

  • Follow-up on all endorsements on ALSTAR work status

  • Offers cross-sell P&C products at every opportunity

  • Aids in preparing annual review appointments

  • Updates information in all systems

  • Takes claim reports

  • Works follow-ups on claims

  • Reports all claims problems to agent/office manager and recommends a solution to satisfy the customer

  • Takes payments and provides receipts accurately

  • Answers main telephone line

  • Reviews monthly pay/cancel list and follows up with customers

    • Calls customers prior to cancel date

  • Always asks for referrals and thanks customers for their business

Position Requirements

The position does not require a P&C license.

Skills Requirements

  • Strong people skills in a professional role

  • Experience in managing customer expectations

  • Facilitation skills

  • Strong oral presentation and written communications skills

  • Outstanding time management skills

  • Ability to handle multiple priorities, able to adapt to change

  • Analytical problem-solving skills

  • Ability to handle customers effectively

  • Strong problem solving skills

  • Must be able to understand customer’s needs, address those needs, handle problems as they arise, and escalate issues as required

  • Great relationship building skills.

  • Ability to maintain focus through complex issues

  • Ability to work with others in a team

  • Ability to collaborate with outside resources

  • Ability to adapt easily and be flexible in dynamic environment


Solid communication skills are essential for this role as are time management, conflict resolution and the ability to engage in the development of business opportunities.

A successful CSR will need to have a strong customer focus. They will need to advocate for the customer and provide a can do attitude.



Licensed Sales Producer

The Licensed Sales Producer will manage their time to enable them to perform a mix of cold calling, following up on warm leads, quoting, and closing business. They will help improve the volume of work that flows through the organization by streamlining existing processes and developing new ones. Providing a high level of feedback to the EAL, highlighting areas of improvement.

Key areas of responsibility

✔Solicits and writes new P&C policies from both inside and outside the office
✔Follows consistent sales process for all prospects for:

  • Prescreening
  • Quoting
  • Sales tracking
  • Application completion
  • Follow-up

(All outlined in the Agency Procedure manual)

✔Thoroughly understands and follows all underwriting and rating plans
✔Ensures that all required documents are signed, filed and faxed (when required) appropriately
✔Follows all compliance guidelines and procedures
✔Maintains knowledge of new products
✔Actively solicits expiration dates from new customers
✔Asks all customers for referrals
✔Develops agency relationship with existing customers
✔Meets the production requirements and goals assigned by the EAL
✔Maintains a sales record each month and provides a copy to the EAL
✔Manages prospecting campaigns
✔Sends solicitation letters to prospects
✔Works prospecting processes as outlined in the procedure manual
✔Always portrays a professional image through proper appearance and actions
✔Compose letters and correspondence
✔Design and manage outreach campaigns including working with local realtors, mortgage brokers, etc.

 Position Requirements

The position requires a P&C license
A Life & Health license is an advantage.