Servicing CSR

A. SUMMARY:

To assist in the production of new accounts and the retention of renewing accounts in keeping with agency goals. Provides field service to designated accounts in support of agent activities and maintains high service standards.

B. ESSENTIAL FUNCTIONS:

1. Thirty days prior to renewal determines if non-Nationwide policies can be rewritten in with Nationwide. Secures and submits required renewal underwriting information.

2. Process change requests for auto and type ID cards same day as requested.

3. Process change confirmations same day as requested.

4. Process customer requested cancellations same day as requested.

5. Maintains own follow-up and suspense file on outstanding orders, correspondence and claims. Follows up on all overdue and suspense items. Maintains expiration control log.

6. Actively solicits increases in coverage or rounding out accounts through sales to clients at every service contact.

7. Actively seeks referrals form current client base to solicit for new business prospects; follows up to general new business using prospect database and system.

8. Maintain customer?s account on agency automation system, documenting conversations in notes, sending confirmations to insureds and adhering to all other automation procedures that are/become established.

9. Explains coverage and exclusions to clients.

10. Maintains files in an orderly, up-to-date manner.

11. Conduct renewal CARE reviews at least 30 days prior to the renewal of an account. Contact insured for latest data and obtain renewal information 30 days before renewal date. Assist Producer as directed or necessary.

12. To monitor claim process and insure that customer has be contacted by the adjuster within 48 hours of placing the claim.

13. Receives and reviews on a daily basis all termination and cancellations to determine what action if any, to be taken.

14. Maintain a concern for timeliness and completeness when interacting with customers, agency and company personnel to minimize potential for error or omission claims.

15. Receive phone calls from clients and companies, complies with requests and keeps Producer informed of client activities.

16. Follows up on outstanding claims and provides assistance in their resolution as necessary.

17. Solicit expiration dates for policies not written by agency.

18. Perform special projects at management?s request.

C. MARGINAL FUNCTIONS:

1. Support standing of office staff with clients.

D. KNOWLEDGE, SKILLS AND ABILITIES:

Must be aggressive/assertive, a self-starter with the ability to influence others. Should have demonstrated effective presentation skill through both verbal and written communications. Must be willing to travel as required.

E. OTHER REQUIREMENTS:

A college degree or equivalent is desirable and must have all licenses as required by the State Department of Insurance to sell insurance in Florida.

Fully understands the Employee Handbook and Safety Manual.

F. EQUIPMENT AND SOFTWARE USAGE:

Personal computer, calculator, on-line information system and various including but not limited to Microsoft Word and Excel.

G. WORKING CONDITIONS:

Fast-paced multiple tasking conditions, high disruption environment.

H. JOB PERFORMANCE STANDARDS:

This job description is intended to describe the level of work required of the person performing the job, and the physical requirements normal to the position. Essential functions are outlined; other duties may be assigned as needs arise or as required to support the essential functions.