Client Service Advisor (Hybrid)

The CSA responds to incoming telephone calls, emails and postal mail in addition to quoting and processing applications of new/rewrite business and manages the renewal review process in an effective and timely manner - incorporating account reviews and cross selling/upselling of current clients.

Responsibilities:

1. Ensure customer satisfaction, business growth and retention by delivering accurate options to customers when they request policy changes and guide them through the process.
2. Ensure prompt response to all incoming calls, voicemails, and emails from clients, staff or third-party vendors, aiming for same-day resolution.
3. Resolve client inquiries & issues by identifying and uncovering the clients needs. Clarify & explain company & carrier policies to the clients by utilizing various resources.
4. Efficiently handle a large number of customer requests by managing pending tasks promptly while documenting clearly to enable anyone to understand the clients immediate needs and what has been done already.
5. Manage client billing by effectively communicating with insurance carriers regarding billing matters, payment methods and policy reinstatements
   1. Internally process bills to ensure accurate and timely commission for agents
6. Initiate proactive communication with customers before their renewal to review their current coverage and provide information on additional coverages they may require.
   1. Identify & assess customer needs, maintaining open communication with advisors, as needed
   2. Use a variety of resources to make recommendations and resolve policy issues (IE: process rescores, provide deductible change proposals)
   3. Working with Marblebox to deliver timely & accurate renewal proposals within a 3 business day period
7. Identify opportunities for up-selling customers on lines of business not currently underwritten. Gather the necessary information to quote the new line of business, collaborate with carriers for quotes, review with agents when necessary, and present the quote to the customer as a team effort.
8. Identify opportunities for cross-selling customers on lines of business (Life, Medicare, Commercial, Group Benefits) not currently with the agency. Gather the necessary contact information to introduce the correct Advisor to best provide the client with the line of business requested.   Make a warm introduction with this Advisor and the client and assist however possible to help sell the business. 
9. Execute the processing of new and rewrite business applications following established procedures and timelines.
   1. Ensure the completion of uploads align with carrier binding authority guidelines and occurs within 3 days of receiving activity.
   2. Collaborate with advisors as needed, to identify and address potential coverage gaps.
10. Deliver high-quality customer service to walk-in clients at the agency, working together with colleagues.
11. Process Rescores, deductible quotes, and new business and rewrite policy billing when required.
12. Perform clerical support duties, including acting as a receptionist, processing customer payments, recording/uploading payments, making office bank deposits, and handling mail pickup/drop-off tasks as necessary.
13. Other duties may be assigned as need arises or as required to support the agency’s essential functions.