Commercial Lines Account Representative

Westfield Insurance

  • Westfield Center, OH
  • Permanent
  • Full-time
  • 18 hours ago
Job Category: SalesJob Description:Job SummaryThe Account Representative, working under limited supervision, is responsible for performing a variety of customer service activities for agents and clients including answering customer inquiries, communicating/negotiating with the company, troubleshooting problems, handling renewals, and offering additional coverages. The role is responsible for supporting tasks associated with planning, preparation, documentation, and on-boarding of the new programs, as well as the ongoing relationship with the customers. The role also executes strategies to help build stronger relationships with current customers and new ones.Job Responsibilities
  • Performs a variety of customer service activities for agents and clients such as handling a variety of incoming customer calls and emails including the following, answering inquiries from customers including coverage questions, policy changes, quotes, billing issues, and other issues, taking incoming claims calls and handling appropriately based on type of claim and handling certificate requests including related coverage updates, special language requests and underwriting issues.
  • Conducts account reviews periodically and enhances and strengthens existing accounts as needed with additional coverage.
  • Resolves disputes between customers, company, agencies and others while keeping appropriate parties informed of progress.
  • Works closely with agencies on advising agencies of critical events and follows agency's instructions within guidelines or procedures, writing generally simple bonds for customers as well as handling renewals, cancellations and non-renewals with care, legally saving all accounts when possible.
  • Documents work with appropriate activities in the management system.
  • Serves as a resource to Company's insurance team, whenever possible, and cooperatively responds to underwriting requests for additional customer information.
  • Utilizes company software and resources, agency management system, and software tools as needed to perform tasks and obtain necessary information (e.g. underwriting guidelines, forms, manuals).
  • Shares knowledge of industry updates (carrier changes, market trends, products) and stays informed of state-specific guidelines and requirements (coverages, underwriting rules, procedures, laws).
  • Supports the creation of an implementation project plan to identify key milestones deliverables regarding criticality, downstream impact if dates are missed and determine alternative/mitigating actions.
  • Supports identifying potential risks within the project and activities across internal teams to ensure the program deliverables are on track and understood.
Job Qualifications
  • Valid Property-Casualty Agent License required first day of employment.
  • 2 or more years of experience servicing commercial small business in a non-producing role.
  • Experience in a fast-paced, high call/email volume environment with the ability to multi-task.
  • Strong data entry/typing skills.
  • Excellent oral and interpersonal communication skills.
  • Strong math skills.
  • Understanding of general business flows, procedures and management systems.
  • Experience with wording processing, spreadsheets, and other standard office automation software packages.
  • Experience handling confidential information.
  • Valid driver's license and a driving record that conforms to company standards.
  • High School Diploma or General Education Diploma (GED) and/or commensurate experience.
Behavioral Competencies
  • Collaborates
  • Customer focus
  • Communicates effectively
  • Decision quality
  • Nimble learning
Technical Skills
  • Sales Operations
  • Customer Advocacy
  • Sales Support
  • Customer Relationship Management
  • Direct Sales
  • Sales Account Management
  • Data Analysis and Reporting
  • Customer Service
  • Customer Needs Analysis
  • Insurance Operations
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.About Us:Founded in 1848, Westfield is a global leader in property and casualty insurance, delivering superior risk insights and innovative solutions to customers through a diverse portfolio of insurance products. Westfield underwrites commercial, personal, surety, and specialty lines of coverage through a network of leading independent agents and brokers in the United States and specialty products through Lloyd's of London Syndicate 1200. As a mutual insurance company with more than 3,000 employees, Westfield has revenues in excess of $4 billion and more than $10 billion in assets.

Westfield Insurance