Job Description

Summary: 

The Policyholder Services Representative is responsible for delivering exceptional customer service to policyholders, agents, internal and external customers. This role involves assisting with policy inquiries, processing policy changes, handling billing issues, and providing information on coverage and claims. The representative will also collaborate with internal departments to ensure accurate and timely policy administration.

Essential Duties and Responsibilities:

• Regular, reliable, and predictable attendance
• Assist policyholders & agents with all policy inquiries.
• Process policyholder audits and determine discrepancies.
• Issue New and renewal policies.
• Email agents monthly on late notices and accounts being canceled.
• Issue cancellation and reinstatement notices.
• Issue endorsements accordingly.
• Enter applications for the underwriter.
• Process all online payments for 2 systems.
• Process checks and input into the bank.
• Enter payroll for all online payments and checks received.
• Process NSF payments.
• Process month-end reports to the accounting department.
• Manually input payments monthly for customers.
• Process audit payments by transferring money between accounts and keeping monthly updates of policyholders who have not paid.
• Set up policyholders for online payments.
• Process incoming and outgoing mail on a daily basis
• Assist Loss Control Representatives with daily work and equipment sales
• Enter experience mod factors as received from the rating bureaus.
• Review field rep. setup sheets for any endorsements, and corrections.
• Assist with certificates of insurance.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education/Experience

• Associates degree from college or technical school in a related field, preferred. One to three years of customer service experience in the insurance industry is a plus.

Required Skills/Abilities

• Outstanding customer service and people skills.
• Excellent time management skills.
• Knowledge of insurance products is preferred.
• Basic accounting skills (Associate degree in accounting or finance a plus).
• Strong organization, prioritization, and multi-tasking skills.
• Excellent problem-solving skills.
• Ability to work independently and as part of a team.
• Strong Computer skills and experience with Windows-based computer applications.
• Exceptional verbal, written, and visual communication skills.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The work is typically performed in an office or remote office environment, with a moderate noise level. Occasional travel to other company locations may be required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

· Prolonged periods of sitting.

· Kneeling to reach storage.

· Ability to lift up to 10 pounds at times.

· Fast-paced environment with constant multi-tasking in a fluctuating environment.

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