Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist plays a key role in supporting both the National Customer Service Manager and the National Customer Loyalty Manager. This position is responsible for a variety of customer service and retention tasks and may also assist the sales team with documentation and quoting support.

Key Responsibilities

Customer Service

• Process mortgagee clause updates.
• Manage policy changes, including:
• • Adding, adjusting, or removing coverages.
  • Applying discounts and making policy corrections.
  • Updating billing details and payment plans.
  • Processing cancellations.
  • Managing policy tasks and change requests.
  • Adding/removing drivers and vehicles.
  • Updating addresses and VINs.
  • Modifying loss payee information.
• Communicate regularly with partner insurance carriers.
• Follow up on claims and ensure timely resolution.
• Audit accounts for required signatures and documentation.
• Handle inbound and outbound customer calls.

Customer Retention

• Contact customers regarding late payments and potential cancellations.
• Collaborate with carrier underwriters to ensure a seamless customer experience.
• Conduct renewal outreach and follow-up.
• Assist in developing processes that enhance the customer experience.
• Review expiration and renewal reports with management.
• Manage activities within the Agency Management System (AMS).
• Conduct insurance review calls, re-quote existing customers, and identify cross-sell opportunities.

Qualifications

• Active Property & Casualty Insurance License a plus
• Ability to quote, educate, and bind insurance policies.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Team-oriented with the ability to thrive in a fast-paced, high-performance environment.
• College Degree preferred but not required