As a Client Service Representative (CSR) you will report directly to your Account Manager and contribute in the servicing of client requests. Specific duties that a CSR would be expected to perform are as follows:
Client Service
- Focus on client service including timely response to telephone, email and fax/written enquiries by creating expectations and timelines for work completion with a proactive service approach.
- Ensure the proper and appropriate use of procedures, including brand maintenance, as designated by the Processing Department when performing the tasks below:
- Prepare correspondence, pink cards, endorsement requests, client record books, schedules, finance contracts, invoices, cover notes and cancellation requests, as determined.
- Coordinate and prepare certificate requests such as mortgagee requests, lessor, loss payable, additional insured’s, CSIO, ISNetWorld.
- Update TAM and assist with all schedules & new business submissions as required.
- Create accurate invoices for endorsements, renewals, policy audits, memos, binder bills and financing.
- Maintain, update and organize computer and paper files utilized by the department.
- TAM – keeping policy information updated and accurate; creating appropriate abeyances; completing all abeyances as requested.
- Mail – incoming mail (Canada Post, ICS and Courier) sorted, time stamped and processed into the system.
- Mail – outgoing; letters, envelops, prepare all courier way bills, accurate mailing labels and appropriate postage.
- Scanning & Filing – Put away all roll cart files and drop filing.
- Light office duties as assigned.
- Other duties that may be assigned.
Team Support
- Report any problems on potential lost accounts before occurrence to the Team Lead [Business Service Specialist]
- Take all steps to avoid Errors & Omissions, and report any potential E&O to the [Business Service Specialist]
- Attend and participate in Team meetings, general staff meetings and company functions
Office Support
- Abide by and adhere to the policies and procedures as outlined in the CMB Policies & Procedures Manual.
- Utilize the Agency Manager, Microsoft Office Suite, APF Finance and ISNet World programs
Knowledge & Experience:
- 1-2 years of experience with in an insurance environment or professional business environment.
- 1-2 years of experience with in a team environment in a customer service position.
- Experience with The Agency Manager, Microsoft Office Suite, Compu Quote or comparable computer systems.
Educational Requirements:
- Working towards, or is currently, Level 1 or Level 2 Licensed Insurance Agent.
- Member of, or currently working towards, C.I.P. designation.
