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Customer Service Team Leader in Newton, MA at Eastern

Date Posted: 7/26/2018

Job Snapshot

Job Description

At Eastern Insurance, we strive to be true to our customers, communities, and the valued employees who help us carry out our mission. If you’re looking for a rewarding career opportunity with a company that offers a competitive salary and comprehensive employee benefits program, you’ve come to the right place.
The incumbent provides support to personal lines Customer Service Vice President and provides sales & service support to personal lines clients.

Responsibilities include, but are not limited to the following:
  • Manage reporting of weekly Tracking Reports including:  X-Date, Cross sell and Account Renewal Review activity of service staff reporting to the regional VP. Also monitor activities in AMS360 for quality control utilizing Calabrio. Monitoring and gauge utilization of ProTrac.
  • Analyzing data from Allegiance software after PL Retail surveys are concluded. Responsible   for outbound contact of detractors for Allegiance/NPS Surveys and follow through update in AMS.
  • Manages Book Roll projects and associated client communications and administrative tasks. Responsible for participating in special projects as requested by management, which may include, but is not limited to, carrier projects and assisting with strategic planning.
  • Provide Flood coverage sales and customer service support through agency Flood Unit. Handle all walk in clients for policy sales and service requests when ISS or R & R team member are unavailable.
  • Performs Upsell and Cross Sell tasks. Conducts Renewal reviews as directed by management to speak with a targeted customer base determined by a set number or risk level.
  • First level support of personal lines clients needing management assistance. Remarket and Rewrite requests as well as pro-active R & R for MPIUA and Non-Renewal carrier requests. Non-Renewal Remarket and rewrite requests.
  • Manage attendance of service staff reporting to regional VP.  Float to offices within region as requested by VP to ensure staffing levels.

Job Requirements

Education and Experience:
  • High School diploma required
  • 10+ years insurance agency experience is required / 7+ years’ experience at EIG

  • MA Property and Casualty Brokers License is required
  • Knowledge of AMS360 or other agency systems required
  • Strong knowledge of personal lines products offered through the agency within the state of Massachusetts as well as associated laws and requirements of government agencies.
  • Excellent computer knowledge and proficiency with Microsoft Office products such as Outlook, Excel and Word are required.   
  • Attention to detail