Position: Service Center Representative

Reports to: Personal Lines Supervisor

Grade:102

Supervises:None

Location:North Adams or Pittsfield Insurance Office

The pay range for this role is $20.00 to $23.50 an hour dependent upon qualifications and experience.

Job Summary:

Provide a friendly and helpful “first impression” for clients in-person and over the phone. Must be outgoing and team oriented. This multi-task position is mainly responsible for prompt, courteous, professional service to clients calling into the Agency.

Primary Responsibilities:

Answer incoming calls and emails promptly and professionally.
Manage time effectively to minimize wait times and maximize productivity.
Process policy changes for Account Managers
Resolve customer billing inquiries and service issues efficiently.
Provide product, service, or policy information as needed.
Log call details accurately in Agency Management system.
Follow scripts or workflows when applicable.
Escalate unresolved or complex issues to the appropriate department.
Conduct outbound follow-up calls when necessary to ensure resolution.
Notify customers of status updates, delays, or confirmations.
Issue binders and proof of insurance to lenders.
Backup to front desk coordinator during lunches and vacations.

Secondary Responsibilities:

Take payments from clients and post them on company websites.
Stamp RTA’s and enter appropriate activities into agency management system.
Assist Account Managers as needed.
Backup to other processors when they are out of the office.
Projects for clean-up or update of the computer system as needed.
Any other duties which are required by management.

Qualifications:

High School Diploma.
Ability to learn insurance work methods and procedures.
Ability to verbally effectively present information to clients, company, and agency staff.
Ability to be self-motivated, provide problem-solving capabilities and prioritize multiple tasks.
Commitment to the company’s culture and established service standards.
Ability to deal with and show discretion in confidential matters.
25% availability to travel outside of 25-mile radius and report to any office.
Ability to sit, drive, bend, answer the phone, and perform computer input.

Mechanics Cooperative Bank

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Service Center Representative