Customer Service Representative
IMA Salt Lake City, Sylvan Lake, MI, United States
Job Description
BNC Insurance Agency offers comprehensive insurance solutions including Commercial and Personal Lines, Property and Casualty Insurance. We serve individuals, companies, vendors, and realtors in Michigan and beyond. Our dedicated team delivers tailored solutions with a commitment to excellence, seamless service, and reliable products.
Benefits
Annual base salary based on experience
Paid Time Off (PTO)
Hands‑on training
Mon‑Fri schedule
Career growth opportunities
Responsibilities Role Summary:
The Customer Service Representative provides administrative and client service support to ensure efficient daily operation of the agency. The role assists clients with policy servicing needs, processes administrative tasks, maintains accurate records, and supports agents with customer communication and account management.
Client Service & Communication:
Answer calls, assist with routine inquiries, and direct calls appropriately.
Monitor voicemail and return calls within 24 hours.
Respond to email inquiries and forward coverage questions to agents.
Address customer concerns, escalating as necessary.
Build and maintain positive client relationships.
Refer customers to agents when initiating new policies or coverage changes.
Policy Servicing:
Access and review customer accounts and policies via HawkSoft and carrier sites.
Process approved non‑coverage changes (e.g., vehicle storage).
Generate proof of insurance through HawkSoft or carriers.
Assist with billing inquiries and payment plans.
Process client payments through carrier websites.
Claims Assistance:
Assist clients in reporting claims to carriers.
Attach claim documentation to client files in HawkSoft.
Notify agents of reported claims for follow‑up.
Administrative & System Management:
Maintain accurate customer and prospect records in HawkSoft.
Create prospect profiles and collect lead information.
Manage email communications and attach correspondence to files.
Follow up on open suspense items and task reminders daily.
Use RSign for electronic signatures.
Send and receive documents via fax as needed.
Office & Operational Support:
Open, sort, and process incoming mail; scan into HawkSoft or deliver materials.
Prepare and mail policy documents and client correspondence.
Assist with marketing mailings and outreach initiatives.
Communicate availability during breaks via internal messaging.
Perform general administrative tasks to support operations.
Help maintain a clean and organized office environment.
Additional Responsibilities:
Develop and maintain knowledge of agency insurance products and carrier guidelines.
Promote agency services to existing and prospective clients when appropriate.
Perform other related duties as assigned.
Requirements
Strong customer service and communication skills.
Excellent organization and attention to detail.
Ability to multitask and manage multiple requests simultaneously.
Basic computer proficiency and ability to learn agency systems.
Professional demeanor when communicating with clients and coworkers.
Ability to work collaboratively within a team environment.
#J-18808-Ljbffr
Benefits
Annual base salary based on experience
Paid Time Off (PTO)
Hands‑on training
Mon‑Fri schedule
Career growth opportunities
Responsibilities Role Summary:
The Customer Service Representative provides administrative and client service support to ensure efficient daily operation of the agency. The role assists clients with policy servicing needs, processes administrative tasks, maintains accurate records, and supports agents with customer communication and account management.
Client Service & Communication:
Answer calls, assist with routine inquiries, and direct calls appropriately.
Monitor voicemail and return calls within 24 hours.
Respond to email inquiries and forward coverage questions to agents.
Address customer concerns, escalating as necessary.
Build and maintain positive client relationships.
Refer customers to agents when initiating new policies or coverage changes.
Policy Servicing:
Access and review customer accounts and policies via HawkSoft and carrier sites.
Process approved non‑coverage changes (e.g., vehicle storage).
Generate proof of insurance through HawkSoft or carriers.
Assist with billing inquiries and payment plans.
Process client payments through carrier websites.
Claims Assistance:
Assist clients in reporting claims to carriers.
Attach claim documentation to client files in HawkSoft.
Notify agents of reported claims for follow‑up.
Administrative & System Management:
Maintain accurate customer and prospect records in HawkSoft.
Create prospect profiles and collect lead information.
Manage email communications and attach correspondence to files.
Follow up on open suspense items and task reminders daily.
Use RSign for electronic signatures.
Send and receive documents via fax as needed.
Office & Operational Support:
Open, sort, and process incoming mail; scan into HawkSoft or deliver materials.
Prepare and mail policy documents and client correspondence.
Assist with marketing mailings and outreach initiatives.
Communicate availability during breaks via internal messaging.
Perform general administrative tasks to support operations.
Help maintain a clean and organized office environment.
Additional Responsibilities:
Develop and maintain knowledge of agency insurance products and carrier guidelines.
Promote agency services to existing and prospective clients when appropriate.
Perform other related duties as assigned.
Requirements
Strong customer service and communication skills.
Excellent organization and attention to detail.
Ability to multitask and manage multiple requests simultaneously.
Basic computer proficiency and ability to learn agency systems.
Professional demeanor when communicating with clients and coworkers.
Ability to work collaboratively within a team environment.
#J-18808-Ljbffr