Hybrid Personal Lines Customer Service Coordinator

at Greylock Federal Credit Union

• Job title: Personal Lines Customer Service Coordinator
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $20 - $22 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Williamstown, United States

About the role

• Personal Lines Customer Service Coordinator performing insurance policy processing at Greylock Insurance Agency. Assisting Account Managers and ensuring customer satisfaction with policy retention.

Responsibilities

• Under the general direction of the Processing & Call Center Supervisor, performs a variety of personal insurance policy processing functions in conformance with established Insurance Agency policies, strategies and procedures.
• Promotes the Greylock Insurance Agency wherever and whenever possible.
• Encouraged to actively represent the Greylock Insurance Agency in local civic, community and professional organizations.
• Respond immediately to and assist Account Managers with any and all inquiries for service from customers or prospects, taking ownership of the inquiry to ensure customer satisfaction and policy retention.
• Assist the Account Managers with nonpayment notices, making calls to insureds and notifying CSR's when policies are due to cancel.
• Initiate any necessary contact with carriers to mitigate policy reinstatement whenever possible or necessary.
• Processes all incoming policies (new, amended, cancelled) for the agency in accordance with established workflows and procedures; verify the accuracy of the policy declaration against the Agency Management system and the receipt of download in EPIC; mark any applicable Follow-Up accordingly and confirm invoicing.
• Notify CSR of any discrepancies in quotes and any obvious coverage errors or omissions.
• Act as quality control, ensuring that all required documentation is in our file and that the agency standards for timeliness and accuracy are being met and reporting any violations to the appropriate agency manager.
• Quality control also extends to verifying the accuracy of all information in the customer database.
• Transmit all requests for policy changes to our insurance partners within the required timeframe, utilizing the specific delivery method for each carrier.
• Confirm receipt of the revised policy declarations and mail insured copies to the customer along with the appropriate letter.
• Invoice any non-automated premium-bearing policy transactions in the Agency Management system prioritizing the current month activity to be completed prior to month end; verifying that the invoicing is done at the correct amount and with any producer specific commission criteria.
• Comprehend and execute the required daily functions relating to policy download and automated download invoicing.
• Assist with the scanning and activity creation/updating of electronic mail inquiries accordingly.
• Provide customer service on the phone, via email, and in-person as needed.
• Complete assigned carrier reports on a weekly basis.
• Participate in marketing projects as outlined by the Insurance Processing Supervisor and/or Operations Manager.

Requirements

• High school diploma or its equivalent.
• Ability to organize multiple projects.
• Demonstrates oral and written communication abilities.
• Able to use various types of office software, spread sheet applications and PC proficient in Microsoft Office Suite.

Benefits

• Sign on bonus : $1,500.00 sign on bonus available for full-time employment. Eligibility for the bonus is $500 after successful completion of onboarding/training to be paid with two months of service, and $1,000 after 6 months of continued full-time satisfactory service.
• Health benefits, independently benchmarked, are largely market leading.
• Comprehensive package of value including a suite of health options (2 medical plan options, FSA Medical/Dependent Care, HSA/HRA, dental, vision, wellness).
• Retirement-401k plans with employer match & employer pension contributions.
• PTO, employee incentive plans, and an opportunity for profit sharing.
• Employer paid life insurance along with both short- and long-term disability.
• Additional life, accident, and critical illness benefits may be elected.
• Recently adding pet insurance, and Medicare employee assistance to name a couple.