CSR II

Job Description

Founded in 1976, Bankers Insurance Group has grown from a small local company to a diverse corporation known for its innovative insurance products and superior customer service. Bankers Insurance offers a variety of property and casualty products and services. The company writes personal and commercial coverage, including homeowners, flood, excess flood, business owners, and specialized products. New products are currently in development to meet evolving personal and business insurance needs. Insurance and financial services remain at the core of our business, and we're proud of our more than 45+ year track record of expertise and service. We recognize the changes taking place in our domestic and global economy, as well as our society. We strive to respond to those changes with a spirit of understanding, growth, innovation, and entrepreneurship, developing new products, services, and partnerships

Our Core Values Include

Collaboration: working together is critical to achieving organizational goals.

Innovation: growth happens when we can absorb and implement new ideas that provide unique solutions and superior customer service.

Performance: we believe in providing our employees with the tools and support they need to grow, succeed, and make an impact.

Social Responsibility: we place charity and volunteer work at the core of our organization.

Company Value Statements

In the performance of their respective tasks and duties, all employees are expected to demonstrate the following:

Acting with the highest level of honesty, trust, character, and transparency.

Making a unified effort to achieve the goals of the organization; embracing accountability for exceptional performance every day.

Commitment to excellence in reaching our full potential as individuals and as an organization, surpassing the ordinary and the expectations of our stakeholders.

Approaching every challenge with creative energy, discovering unique solutions to maximize success; focusing on creating and delivering compelling customer value.

Belief in the power of a diverse workforce and in creating a positive impact on the environment and our community.

Summary/Objective

Provide an exceptional level of customer service by possessing an in-depth knowledge of assigned Insurance Operations products and services in order to support Underwriting with the fundamental application of product guidelines. Demonstrate exceptional interpersonal skills by working with agents, policyholders, Underwriting, and Sales to resolve issues, while processing all new business, renewals, and policy changes. Requirements must be met while maintaining quality, productivity, and time service standards

Essential Functions

Respond to incoming policy calls, questions, or concerns by exhibiting a clear understanding of Commercial products such as Business Owners, Preferred Office Programs, Commercial Habitational, Mobile Home parks, Homeowners Associations, and/or Builder Programs. Actively convey underwriting guidelines to agents binding new risks and submitting policy changes on existing risks. Answer policy questions and provide policy information to all interested parties. Demonstrate an understanding of the problems and concerns of others through superior customer service skills.

Maintain expert knowledge of multiple underwriting guidelines, processing procedures, and systems for assigned products and services. Troubleshoot problems and identify differences between similar items, while utilizing product and system knowledge in making logical, quality decisions to ensure accuracy and efficient flow through the processing system.

Demonstrate a strong commitment to superior customer service through responding to calls within 30 seconds and maintaining an abandonment rate of 3% or less. Maintain professional relationships internally and externally by being a good listener and stimulating enthusiasm in others, while overcoming objections diplomatically. Possess the ability to effectively express oneself verbally and in writing using a patient and professional demeanor.

Respond to incoming Catastrophe Claims calls, including setting up new losses via the First Notice of Loss and supporting inside adjusters by answering basic claims questions. Provide internal support to the Claims Department during periods of Catastrophe by completing the First Notice of Loss for all incoming paper claims. Generate correspondence letters for all new losses.

Responsible for various activities and reports or any special projects presented by other departments to provide them with data and material they require. These functions are carried out while maintaining the continuity of workflow in support of established cycle times and quality expectations. Assist in coverage of other departments during peak seasons and shortage of staff, while being flexible in adapting to unplanned changes in work and/or schedule.

Required Education and Experience

High School Diploma

Multi-task, organized, works independently, professional appearance

Time Management, Prioritization, Organization, and Communication

Reliable and Flexible

Use Good Judgment

Preferred Education and Experience

Customer Service CPSR 4-40 license

Excellent Oral and Written Communication Skills

Data Entry 1200 kpm

Spanish Bi-lingual

The preceding position description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and the usual working conditions of this position. It is not designed to contain or be interpreted as a comprehensive, complete, or exclusive list of the duties of the position. Additional and different duties may be assigned from time to time. We are an E-Verify company.

Full-time