Customer Service Agent - Affiliates

Job Title: Customer Service Agent - Affiliates

FLSA Status: Non-Exempt

Job Family: Affiliates

Department: Strategy & Operations - Affiliates

Location: Corporate Office (Fort Wayne, IN)

JOB SUMMARY
Professionally provide superior customer service while processing a large volume of product and service questions; maintain customer records. Identify sales opportunities through the building up of deep customer knowledge. Provide support to sales team through marketing campaigns, policy issuance,
renewals, and quotes on small policy requests.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide excellent service to prospects and customers via email and phone. This includes promptly responding to and providing answers and filing direction on questions, policy requests, and processes.
• Manage policy renewals to ensure timely processing and accuracy while identifying coverage needs and cross-selling potential.
• Manage and create marketing campaigns for agents and account executives.
• Prepare quotes for small policy requests from agents, customers, and prospects.
• Communicate with customers and agents regarding payment status, billing problems, trip status and changes, online applications and coverage questions.
• Collaborate with customers, agents, and other affiliates staff to gather application data, renewal data, and claims processes best practices for claims and underwriting.
• Prepare emails and letters for correspondence with customers and program partners.
• Learn and maintain knowledge of insurance coverage and forms relating to all Special Markets products.
• Properly document files and systems of actions as determined by management.
• Provide detailed reports of daily transactions as determined by management.
• Complete other projects as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must possess strong prioritization skills and work well under pressure.
• Must demonstrate an aptitude to learn the CRM system.
• Must be proficient at using Microsoft Office.
• Must have good judgment and the ability to make independent decisions.
• Must possess excellent verbal, written, and listening communication skills.
• Must be able to strictly guard confidential information.
• Must be able to understand insurance company products and operations.
• Must uphold the company’s image and professional standards in all interactions with agents, customers, employees, and other members of the public.
• Effectively interface with external contacts, Brotherhood employees, managers, and department staff members.

EDUCATION AND/OR EXPERIENCE
List Degree Requirement, Years' Experience, and Certifications

• Must have a high school diploma or equivalent.
• Must have two years of general business, insurance or related experience.
• Must hold or be willing to obtain the CISR designation and the P&C or L&H agent license.
• Experience with foreign liability travel insurance or related product is desired.
• An Associate's or Bachelor’s degree is desired.

Terms and Conditions

This description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Because the company’s niche is the church and related ministries market, and because effective service requires a thorough understanding of this market, persons in this position must be familiar with church operations and must conduct themselves in a manner that will neither alienate nor offend persons within this target niche.

Brotherhood Mutual Insurance Company reserves the right to modify, interpret, or apply this position description in any way the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The
employment relationship remains “at-will”.