What They Do:

Customer service representatives interact with customers to handle complaints, process orders, and answer questions. They help to build and maintain client relationships and provide critical support, troubleshooting and offering conflict resolution to existing clients.

Why It's Important:

Account Managers and CSRs are part of an agencies or carrier’s frontline staff and are often the initial point of contact for a product or policy inquiry or claim issue. As such, they can shape a customer’s experience, which directly impacts loyalty, retention and therefore profitability.

Typical Duties:

  • Talk with customers to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. 
     

  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
     

  • Check to ensure that changes were made to resolve customers’ problems. 
     

  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
     

  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Important Skills:

  • Listen and respond to customers’ questions and concerns
     

  • Identify and implement solutions
     

  • Document customer interaction, questions or issues discussed, and the course of action recommended or taken
     

  • Provide referrals or follow-up as needed
     

  • Time management

Salary Range (Based on 2019 BLS): 

$34,710 per year
$16.69 per hour

Professional Designations:

The Institutes and the National Alliance are two insurance industry associations who offer relevant coursework and professional designations for an individual interested in customer service or account management. 
 

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