Customer Service Representative

Job Description

Job Description

Our mission is to protect the assets of our clients through thoughtful risk analysis and informed coverage recommendations. We provide accurate and immediate service to build trustworthy and long-lasting relationships with clients, carriers, and coworkers. Protection is our purpose.

Aligned Insurance is a leading multiline, multi-carrier insurance agency specializing in comprehensive business and commercial coverage. Our mission is to provide tailored insurance solutions that meet the unique needs of our clients while delivering exceptional service and expertise. We are committed to fostering a dynamic and supportive work environment where our team members can thrive and grow.

Position Overview:
We are seeking a dedicated and detail-oriented Customer Service Representative to join our team. In this role, you will be the primary point of contact for our clients, providing exceptional service and support throughout their insurance experience. You will handle inquiries, resolve issues, and ensure that our clients receive timely and accurate information regarding their insurance policies.
Key Responsibilities:

• Client Interaction:
  • Serve as the primary contact for client inquiries via phone, email, and other communication channels.
  • Address and resolve client questions and concerns related to their insurance policies, coverage options, and billing.
  • Provide clear and accurate information about policy details, claims procedures, and account status.
• Policy Management:
  • Assist clients with policy changes, including updates to coverage, personal information, and billing details.
  • Process policy endorsements, renewals, and cancellations in a timely and accurate manner.
  • Coordinate with insurance carriers to ensure that client requests are handled efficiently.
• Claims Support:
  • Guide clients through the claims process, including filing claims and providing necessary documentation.
  • Follow up on claims status and provide clients with updates and resolutions.
  • Work with claims adjusters and underwriters to facilitate prompt resolution of claims issues.
• Administrative Duties:
  • Maintain accurate and up-to-date records of client interactions and transactions.
  • Prepare and process correspondence, documentation, and reports as needed.
  • Ensure compliance with company policies and regulatory requirements in all client interactions.
• Customer Service Excellence:
  • Demonstrate a high level of professionalism and empathy in all client interactions.
  • Resolve client complaints and issues in a constructive manner, aiming for positive outcomes.
  • Continuously seek opportunities to improve the customer service experience and contribute to team success.
• Team Collaboration:
  • Collaborate with other team members and departments to ensure a seamless client experience.
  • Participate in team meetings and training sessions to stay informed about company updates and industry changes.
  • Provide feedback and suggestions for improving processes and customer service practices.

Qualifications:

• Previous experience in a customer service role, preferably within the insurance industry.
• Strong understanding of insurance products, policies, and terminology is a plus.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and professionally.
• Strong problem-solving skills and the ability to handle complex inquiries with patience and empathy.
• Proficiency in Microsoft Office Suite and experience with CRM software.
• High level of attention to detail and accuracy in handling client information and transactions.
• Ability to work effectively both independently and as part of a team in a fast-paced environment.

Education and Certifications:

• High school diploma or equivalent required; Associate's or Bachelor’s degree in Business, Communications, or related field preferred.
• Insurance licenses or certifications are a plus but not required; training will be provided. A successful candidate will be required to obtain licensure to remain employed.

What We Offer:

• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health, dental, and retirement plans.
• Opportunities for professional development and career advancement.
• A supportive and collaborative work environment with a focus on employee well-being and success.

How to Apply:
Interested candidates should submit their resume and a cover letter outlining their relevant experience and qualifications to Kathy Vest, Customer Service Manager, at kvest@alignedinsuranceagencycom. Please include "Customer Service Representative Application - [Your Name]" in the subject line. Candidates selected for an interview will be required to complete an aptitude assessment prior to an interview being scheduled.
Aligned Insurance is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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