Customer Service Representative (9:30am to 6:00pm)

Company: CNS Insurance
Job Type: Full Time
Job Location: Lititz PA

Division: CNS Insurance

Classification: FT, Non-exempt

Rate of Pay: Stating wage at $16 an hour.

Shift & Schedule: 0930 – 1800; Monday – Friday

Position Overview: The Customer Service Representative is responsible for maintaining existing policies, answering customer questions and requests, and being a point of contact for current customers/policy holders.

Primary Responsibilities and Duties

This position will have the following primary responsibilities:

  • Point of contact for existing customers, answering calls and addressing questions/concerns/requests.
    • Existing policy maintenance:
      • Certificate processing, quoting additional coverages needed to comply with carrier packets, including proper and acceptable wording to certificates that help the insured get new contracts with shippers as well as reduce any E&O exposure, faxing/emailing certs to shippers/insured.
      • Keeping CRM system updated and accurate regarding new and existing client contact information, policy numbers, coverage limits, vehicle and driver lists, endorsements and attaching any supporting documents to their files.
      • Answering questions regarding policies, make policy changes and advise clients on any potential exposures/gaps in coverage.
      • Filing any new claims or giving claims contact info to the insured, researching any claims that clients have questions about, ordering loss runs from insurance companies.
      • Requesting and processing any mid-term requirements the underwriters may have.
      • Processing endorsements on behalf of the insured.
    • Billing/Accounting:
      • Service existing policies to include pulling endorsements from online and offering a payment option with NIS or an updated finance agreement for the additional premium from the endorsement.
      • Answer questions about payment schedules and fees and collect payments.
      • Send quotes/MVR invoices to insureds requesting new drivers quotes.
      • Contact existing clients when a non-pay cancellation status is received. Email information and payment options to clients.
      • Process payments online and note them in the files. Forward checks to Accounting/Billing Specialist to be processed in QuickBooks.
      • Forward new business finance agreements to financing vendors.
  • Renewal Remarketing:
    • Send a bind order to the underwriter with completed/signed apps and any necessary selector forms or other requirements.
      • Update QQ with renewal company, premium and coverage; issue ID cards and a new certificate to all certificate holders from the previous year.
      • Review issued renewal policies against the original request with our bind order. If anything does not match, send an inquiry to the company.

    • Cross promote/sell CNS services with insurance clients.

Secondary/Back-Up Support

This position will have the following support role responsibilities:

  • New Business quotes:
    • Send Producers’ Quote forms to our markets to quote prospects and follow up with the Producer on any additional information needed to quote.
      • Create proposals for Producer to send to prospects.

Skills/ Competencies

To be successful in this position, the employee will possess the following skills and competencies:

  • Ability to work independently and as a part of a team
  • Exceptional customer service skills
  • Excellent written and verbal communication skills
  • Proficient computer skills; ability to adapt to new computer software quickly
  • Willingness and a desire to learn new things
  • Highly organized
  • Ability to prioritize and manage multiple tasks

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