Personal Lines Insurance Customer Service Representative - FL

Holman is a family-owned, global automotive services organization that provides automotive, insurance, and risk management services. The Personal Lines Insurance Customer Service Representative handles customer inquiries, policy changes, billing questions, insurance documentation, and service requests. The role also supports sales and customer support teams, assists with retention initiatives, and helps achieve premium, growth, and service objectives.

Responsibilities:

• Handle incoming customer phone calls and either resolve issues or reroute to a team member. Follow-up with customers as needed to ensure requests have been met
• Process policy changes, answer billing questions, issue insurance documents and certificates and other service requests that might come via phone, e-mail or mail
• Assist the sales team by organizing, scanning and electronically filing required insurance policy documents and customer information
• Assist the customer support team by assisting with policy audits, uploading or downloading information and helping with retention efforts
• Field questions from prospects and customers regarding insurance coverage options, policy provisions, discounts and pricing and other information that might be requested
• Participate in efforts to maximize renewal retention. These efforts might include renewal audits, client surveys or questionnaires conducted by phone, thank you calls, birthday or anniversary mailings or other customer care initiatives as directed
• Work closely with management team to help achieve premium, retention and growth targets for all lines of selected business
• Act as a brand ambassador for the insurance group at all Holman functions and across the Holman organization
• Interact with Account Representatives and customer service personnel as needed to help the business consistently meet its growth and service objectives. This may involve assisting with new employees from time to time, helping to train others on the business operating system or sharing successful ideas and processes with the rest of the frontline
• Complete administrative tasks as directed by the leadership team including, but not limited to, taking incoming calls, making outbound customer calls, responding to e-mails, filing (electronic and paper), sorting and distributing mail, assisting with community and corporate events, responding to carrier communications and assisting the finance and accounting team with tasks that may be assigned
• And company or customer requests

Requirements:

• Some flexibility in work schedule.  This position may require some evening and Saturday hours
• Adaptability.  Holman Insurance Services is the newest division in a successful group of growing companies.  Candidates must have a “get it done” attitude and be willing to adapt and change as the business grows
• Four-year college degree or demonstrated equivalent experience as determined by department management
• A Florida 2-20 Property & Casualty License required
• A Florida 20-44 license may be considered for the right candidate
• Candidates must have an insurance license or be able to sit for and pass state licensing exams for both Property and Casualty
• License issuance will be required within 90 days of joining the Holman organization
• Flexibility in work schedule.  This position will require some evening and Saturday hours.  Qualified candidates will also be able to travel within the local NJ and PA markets for meetings, prospecting calls and network development
• Individuals must be highly organized and exceptional at following-up on assigned tasks
• Focused on learning and personal growth
• Become acquainted with, and a robust user of, the Agency Management System as chosen and installed by the business.  This will include attending both live and recorded training sessions as well as independent study and 1-1 training in office
• Individuals must be goal driven, self-motivated and comfortable with individual accountability while also being collaborative and comfortable working in a team environment
• A demonstrated ability to develop genuine relationships with selected business partners and fellow team members within the insurance operation
• Candidates must be outgoing and able to inspire and motivate potential referral sources
• Dedicated to delivering exceptional customer care to all prospects and clients of the business
• Able to interact comfortably, both over the phone and in person, with prospects, clients, referral sources and business colleagues both in and outside of the Holman group of companies
• Excellent writing and communication skills
• Property and Casualty insurance experience is preferred, but not required