Customer Care Representative - Personal Lines

(Please note- we are open to filling this role in West Bend or remotely.)

• Our Customer Care Center is open Monday - Friday from 7:00am - 7:00pm CST. The work schedule for this position is 9:00am - 5:30pm Monday - Friday with coverage until 7:00pm 1-2 times per month.

Summary of Responsibilities

As a licensed agent, handle calls in our Personal Lines Customer Care Center queue. Work with underwriters and agents to service accounts. Provide a superior level of service to all customers. Answer questions, provide information and advise callers about personal lines coverages and products. Cross sell additional products (ie. umbrella) to help enhance an account.

Handle inquiries from policyholders and agents in an easy-to-understand, jargon-free manner. Complete First Notice of Loss for policyholders, agents and claimants who are directly reporting new losses. Document all activities within our management system.

Provide assistance in other phone queues based on volume and departmental needs, such as policyholder payment processing queue, and other miscellaneous phone queues.

Process personal lines endorsements and quotes for insureds. Make outbound calls to personal lines policyholders, as needed. Handle overflow calls in our Commercial Lines Customer Care Center queue. Other like duties may be assigned by management.

Preferred Experience and Skills

• Excellent customer service and interpersonal skills
• Problem solving, decision making and multi-tasking skills
• 1+ year of experience in the personal lines insurance industry; 1 year providing customer service in that industry

Preferred Education and Training

• Associate's or Bachelor's degree
• Property & Casualty agent’s license (required)
• Associate in Personal Lines (API) designation and/or completion of at least 2 parts of CISR or CIC program

West Bend provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.