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Greylock Federal Credit Union · 4 months ago

Commercial Customer Service Coordinator, Greylock Insurance

Pittsfield, MA, US

Full-time

Hybrid

New Grad, Entry Level

$20/hr - $23.51/hr

Greylock Federal Credit Union is dedicated to providing exceptional service and support to its community. The Commercial Customer Service Coordinator role involves assisting Commercial Account Managers, managing customer inquiries, and ensuring policy accuracy and compliance within the Greylock Insurance Agency.

BankingFinanceFinancial Services

Comp. & Benefits

Responsibilities

Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the customers served by the Insurance Agency

Respond immediately to and assist Commercial Account Managers with any and all inquiries for service from customers or prospects, taking ownership of the inquiry to ensure customer satisfaction and policy retention

In the Agency’s ongoing effort to retain business, assist the Commercial Account Managers with nonpayment notices, making calls to insureds and notifying Account Managers and/or Producers when policies are due to cancel. Initiate any necessary contact with carriers to mitigate policy reinstatement whenever possible or necessary

Assist the department by taking customer payments and getting them applied to the customers agency account or paid to the carrier by the various methods used by our carriers

Demonstrate understanding of premium financing, making calls to insureds and notifying Account Managers and/or Producers when policies are due to cancel. Be able to take and send payments to our various premium finance companies

Notify account managers when credits are received on policies/accounts that have been premium financed, so the account manager is able to return funds to the premium finance company

Processes all incoming policies (new, amended, cancelled) for the agency in accordance with established workflows and procedures; verify the accuracy of the policy declaration against the Agency Management system and the receipt of download in Epic; mark any applicable Follow-Up accordingly and confirm invoicing. Notify Account Manager of any discrepancies in quotes and any obvious coverage errors or omissions

Process all incoming premium audits, notify the customer and account manager when notified by the carrier that the customer has been deemed uncooperative or non-compliant with policy audit requirements, or receive a non-compliant or estimated premium audit

Act as quality control, ensuring that all required documentation is in our file and that the agency standards for timeliness and accuracy are being met and reporting any violations to the appropriate agency manager. Quality control also extends to verifying the accuracy of all information in the customer database

Transmit all requests for policy changes to our insurance partners within the required timeframe, utilizing the specific delivery method for each carrier. Confirm receipt of the revised policy declarations and mail insured copies to the customer along with the appropriate letter

Invoice any non-automated premium-bearing policy transactions in the Agency Management system prioritizing the current month activity to be completed prior to month end; verifying that the invoicing is done at the correct amount and proper agency commission and with any producer specific commission criteria

Accurately transact Agency Bill premium and non-premium transactions (company fees as well as premium taxes on Surplus Lines business) on customer accounts. Ensuring all agency bill net invoices from Premium Payable Entities are forwarded to Accounts Payable GIA in a timely manner. Ensuring that all current and previous month transactions are completed prior to month end

Understand basic Registry of Motor Vehicle forms and policies so you are able to assist account managers and customers with their needs

Comprehend and execute the required daily functions relating to policy download and automated download invoicing

Assist with the scanning and electronic mail delivery functions accordingly

Retrieval of all policy declarations from carriers that do not mail said documents to the agency, review for accuracy and where needed deliver to the insured via insureds desired method (mail, email or other digital platform)

Receives claim assignments, claim payments and notices and document the Agency Management system, accordingly, making the Account Managers and/or management aware of any problems

Participate in marketing projects as outlined by the management

Promotes the Greylock Insurance Agency wherever and whenever possible. Encouraged to actively represent the Greylock Insurance Agency in local civic, community and professional organizations