Customer Service Representative
Posted on: April 8, 2021
Job Type: Full-time Salary: $13.23 - $19.85 Summary/Objective
The Hoosier Hills Insurance Agency (HHIA) Customer Service
Representative (CSR) ensures that Hoosier Hills Credit Union (HHCU)
members and insureds are consistently provided with high levels of
customer service and support so that their insurance needs are met
successfully. Responsible for strengthening existing relationships
and building new ones by advising, cross-selling, and assisting
with member requests, which range from policy maintenance and
payment transactions to product and service inquiries, insurance
claim filing, completion of new and renewal policy applications.
The Customer Service Representative (CSR) plays an important role
as part of Hoosier Hills Insurance Agency-'s (HHIA) sales and
service team. Responsibilities Mission and Service -- The Customer
Service Representative (CSR) is an integral part of the Hoosier
Hills Credit Union-'s collective team in living out our corporate
mission; --To be better for our members by making a positive
difference in their lives and the communities we serve.--
Consistently delivers outstanding service to both internal and
external members that is in alignment with the Credit Union-'s
Always acts in the best interest of the member and the Credit
Maintains the highest level of professionalism when interacting
with members through friendly, informative, and helpful
communications, which are key to understanding and identifying
insurance policy or coverage issues, solving problems and in
representing the Credit Union.
Increases member satisfaction by taking ownership of each request
and being highly responsive to the needs of members and in helping
to find insurance solutions that meet or exceed their
Builds rapport by establishing credible relationships with members
and prospective members through consistent high-quality service and
attention to detail.
Utilizes other business units as needed to assist members. Member
and Business Focus -- The Customer Service Representative (CSR)
continuously champions knowledge of and experience with insurance
products and services and acts as a trusted resource who provides
added value to being a member of Hoosier Hills Credit Union (HHCU).
Provides a welcoming and helpful first point of contact for members
when they arrive onsite or contact by phone, assists with incoming
and outgoing mail.
Creates business value for the membership and aligns the
organization with success by supporting insurance producers in
consistently targeting and selecting product and service solutions
that are best for the member so that their insurance needs are met,
and their financial goals are addressed.
Serves as a trusted resource to members and fellow team members by
possessing strong knowledge of insurance products, services, and
member experience standards, and always acts in the best interest
of the member.
Engages in problem resolution from start to finish by clarifying
the issue, determining the cause, and following up to ensure there
is a resolution.
Achieves expected sales and service results by taking personal
ownership of responsibilities and aligning personal goals with the
goals of the organization. Acumen and Technical Savvy -- The
Hoosier Hills Insurance Agency (HHIA) Customer Service
Representative (CSR) possesses proficiency in account maintenance
and insurance knowledge to ensure records accuracy, policy
compliance and member satisfaction with every transaction. Performs
payment transactions, account maintenance, and processes
applications in a proficient and accurate manner and with few
Resolves problems or discrepancies concerning insurance policies
and claims effectively and efficiently to meet the needs of the
Maintains enterprise agency management systems, corresponds with
insurance carriers and company vendors according to the task and
processes records with agencies, such as the BMV, promptly and
Completes annual Bank Secrecy/OFAC and any related training
annually as assigned by Training or Compliance staff. Comply with
all applicable BSA/AML laws, rules, regulations, policies, and
business practices established by Credit Union management. Teamwork
and Collaboration - The consistent focus on team involvement and in
personal growth through sharing and implementation of creative
ideas that provide membership business value and enhance a positive
work environment. Maintains supportive communication with
supervisor and team members, reports problems, developments,
changes, and other important information regarding
Makes plans happen through awareness, involvement, constant
communication, and continual learning.
Shares opportunities for improvement with appropriate managers.
Performs ongoing self-evaluation.
Attends and supports HHIA and HHCU events and other community
outreach efforts as needed and attends to operational needs and
issues as they arise.
Strives to improve self and team to create strategies for
future-focused, positive results. PM19
Knowledge Requirements Excellent communications skills (both oral
and written) Strong knowledge of personal lines insurance products
and other banking products and services Strong and consistent
customer service and sales skills Requires judgment to apply
broader aspects of established practices to situations, which go
beyond clear, concise guidelines Ability to gather and analyze data
Ability to establish and maintain positive working relationship
with management, peers, employees, and vendors Professional
appearance and demeanor, good interpersonal relations skills, and
positive and optimistic outlook Education and/or Experience High
school diploma, or equivalent Property Casualty licensed in Indiana
(or able to achieve licensing within 120 days of hire) 1-2 years-'
experience working in an insurance agency with daily customer
interaction Experience preferred in cash handling and clerical
office work Work Environment/Physical Demands Normal accessibility
of HHCU branch and corporate work sites required for the position
Normal physical mobility and agility, which includes movement from
place to place on the job, and the ability to maneuver body while
in place Normal dexterity of hands and fingers Normal coordination,
including eye-hand, hand-foot Works in typical administrative
setting with climate control and appropriate lighting Work requires
occasionally lifting and carrying up to 20 pounds, taking frequency
into consideration Other Duties Perform other duties as assigned.
Please note this job description is not designed to cover or
contain a comprehensive listing of activities, duties, or
responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time or
Keywords: jtpostmaster, Bloomington , Customer Service Representative, Sales , Bedford, Indiana
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