Michiana Family Insurance Agency

An Insurance Customer Service Representative (CSR) is the primary liaison between policyholders and an insurance agency. They manage accounts, clarify coverage limits, process policy changes, and resolve billing issues. They also assist clients during claims, ensuring a seamless and empathetic experience.

· Policy Management: Process policy renewals, process changes, and explain coverage details like deductibles and policy exclusions.

· Customer Support: Address inbound calls and emails to resolve billing issues, answer general inquiries, and guide clients through the claim's intake process.

· Client Retention & Growth: Identify cross-selling and up-selling opportunities, review renewals for coverage gaps, and assist in annual coverage reviews.

· Record Keeping: Document all interactions, complaints, and changes accurately in internal agency management systems.

· Sales Collaboration: Quote new business or transfer complex leads to licensed sales agents when policies need to be initiated or upgraded.