Insurance CSR (Customer Service Representative)
in Rock Valley

JOB SUMMARY: 

Provides front line support for the agents of Premier Insurance in accordance with banking regulations as well as state and federal law to effectively meet or exceed organizational goals in a manner that promotes the bank’s excellent customer service standards.

ESSENTIAL DUTIES & RESPONSIBILITIES: 

• Interacts with customers via telephone, email, online, or in person to provide support and information on the products or services offered.
• Responsible for receptionist duties including, but not limited to, answering phones, greeting and directing customers to the appropriate employee.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Prepares and maintains correspondence (routine and confidential) for future references that include records of customer interactions with inquiry details, complaints, or comments.
• Provides agent support through tasks that include, but are not limited to, filing, report preparation, ordering and stocking supplies and forms, preparing and processing forms as requested, and preparing customer correspondence.
• Maintains files, policy and procedure manuals, and supporting documentation to ensure compliance with insurance and banking regulations and state and federal laws.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Collaborates and participates in sales opportunities, promotions and marketing strategies for the insurance agency.
• Contributes to a positive team environment and continuous betterment of the insurance agency and bank by cooperatively working with other team members, sharing knowledge across departments, and utilizing time management to assist team members as able.
• Performs other related duties as assigned.

REQUIRED SKILLS/ABILITIES: 

• Excellent written and verbal communication skills, including active listening.
• Ability to manage multiple tasks in a fast-paced work environment while maintaining composure.
• Outstanding organizational skills.
• Advanced customer relationship skills.
• Ability to analyze problems, identify workable solutions and select the appropriate course of action in an objective, unbiased manner.
• Proficient computer skills in Microsoft Office including, but not limited to, Excel, Word, Calendar, Outlook, etc., and the ability to learn new software.
• Knowledge of, or ability to learn, products, services, and area of specialization.
• Ability to manage projects and utilize creative skills effectively.
• Ability to work with minimal supervision.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent.
• One or more years of service in clerical, customer service, or related field preferred.
• Certifications in clerical or related functions preferred.
• Some experience with insurance services preferred.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT: 

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to talk and hear.
• Required to use hands and fingers, to handle or feel.
• Vision abilities required by this job include close vision.
• The working environment is generally favorable with standard office equipment available. Lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, etc. The noise level in the work environment is usually moderate.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description does not constitute an employment agreement. This job description is not intended to be and should not be construed as an all-inclusive list of the responsibilities, skills, or working conditions with the position.  While this job in intended to accurately reflect the position’s activities and requirements, management reserves the right to modify, add, or remove duties and assign other duties as necessary.