Customer Service Representative

Description

Pennsylvania Lumbermens Mutual Insurance Company

Position:  Customer Service Representative Department: Service Center

Reports To: Customer Service Manager  

Position Summary: The purpose of this position is to be the point of contact for our policyholders and brokers. 

Essential Functions and Responsibilities:

1. Answer calls for all departments from the main customer service telephone number following company standards

2. Assist customers with general information about claims and underwriting

3. Handle internal and external billing inquiries for insurance premiums paid including assisting with e-payments and delinquency 

4. Handling incoming e-mails sent to the Customer Service e-mail address 

4. Log in all new business submissions

5. Set up all new claims that are called in, e-mailed or faxed 

6. Obtain D & B reports

7. Process Loss Run Requests and direct brokers to the Producer Portal

8. Provide training to brokers on the Producer Portal

9. Handle outbound phone calls for potential weather relate claims 

10. Provide backup support to other Customer Service Representatives to ensure company standards are met

11. All other duties as assigned

Knowledge and Skills:

1. Insurance experience preferable commercial insurance 

2. Must obtain Property & Casualty Agent's license

2. Must participate in the Company’s continuing education opportunities 

3. Proficiency in Microsoft software required

4. Comfortable working in paperless environment

5. Strong oral and written communication

6. Ability to work in fast paced and priority changing environment

7. Ability to work through difficult situations with customers

Physical Requirements:

1. Ability to communicate effectively by telephone

2. Ability to sit for extended periods of time and to move intermittently throughout the workday