Summary: Under moderate supervision and following standard procedures with some independent judgment is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of all Personal Lines products, company forms and programs. Front line underwriting of current business. Proactively identify cross sell and upsell opportunities from existing business and thoroughly underwrite the risk at time of quote, binding and issuance. Defined underwriting authority for rewrites. Communicate effectively with policy holders, agents, third party individuals, vendors and team members within the customer service department.

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 the essential functions.

EDUCATION/EXPERIENCE:

Level 4: Two to four years related experience and/or training; or associate’s degree (A.A.) from two-year college/technical school; or equivalent combination of education and related experience/training.

1. Builds and maintains working relationship with customers and agents:
   a. Supports policy holders by responding to inquiries regarding insurance availability and eligibility of policy and coverages. Complete full review of policy coverages, advise policy holders of coverage options, determine eligibility and acceptability of policy change requests
   b. Follow up with policy holders regarding all necessary underwriting requests to complete a new business policy or endorsement issuance
   c. Completes Replacement Cost Estimator (RCE) on any homeowner coverage changes
   d. Communicates verbally, in writing, and electronically with customers, agents and vendors
   e. Keeps detailed records of customer interactions and transactions, recording details of inquiries, complaints, policy quotes and issuance and general comments, as well as actions taken.
   f. Field initial claims and billing inquiries
2. Identifies sales opportunities for all Personal Lines insurance products:
   a. Complete risk assessment of policy holder and determine eligibility
   b. Complete policy quotes
   c. Completes Replacement Cost Estimator (RCE) on all new business quoted or issued
   d. Reviews applications and binds coverage for customers quoted
   e. Solicits sale of new or additional services or products.
3. Processes policy changes such as address changes, vehicle additions, or coverage changes.