Senior CSR Commercial Lines

Westfield is a great place to work for many reasons. You could be one of them.

Westfield Services Inc. is a specialty insurance agency and services firm headquartered in Columbus, Ohio. We are wholly owned by Westfield Group in Westfield Center, Ohio, although we operate independently of our parent company.

You will be challenged. Rewarded. And valued for your unique experience, background and perspective. 

Join a team where hard work pays off and original thinking is celebrated. As you build your future at Westfield, you will quickly learn that protecting our customer’s future is at the heart of what we do. We deliver on our promise to help restore lives and rebuild businesses when the unexpected happens. Building relationships has been a part of our culture since 1848.  

Be a part of a team that recognizes and appreciates those who take initiative, seek opportunity and strive for innovation in a changing world.

Senior Customer Service Representative (CSR) – Commercial Lines (CL) Job Summary

• Annual Salary:  $43,682 - $50,234 - $56,785

The Senior CSR – CL provides support to both the new business and renewal underwriters. Support may include: rating, correspondence with carriers and agents, invoicing and all customer services tasks related to the accounts. The Senior CSR-CL serves as a peer mentor and subject matter expert to less experienced Commercial Lines CSRs.

Essential Functions (primary functions and/or reasons the job exists in order of importance)

1. Provides a variety of support services to agents, customers and employees for commercial lines business.

2. Answers agent questions via telephone, email or other communication systems. Provides information, direction and advice on our commercial lines products.

3. Provides quality customer service to agents in the day-to-day servicing of renewal/ new business. This may include handling of a renewal book as assigned.

4. Communicates CL products and coverage differences clearly to agents.

5. Provides clerical/ quoting and other support to Specialty Brokerage employees/producers.

6. Processes incoming and outgoing correspondence including applications, quotes, policies, endorsements and brokerage agreements utilizing standard office equipment and procedures.

7. Maintain an operating knowledge of specific carrier coverage forms, automation systems, eligibility requirements and program details.

8. Binds and invoices business on a timely basis for applicable accounts.

9. Serves as a peer mentor to less experienced Commercial Lines CSRs. This includes answering questions and providing training, as needed.

10. Handles renewal process including: gathering renewal information from agent, pre-underwriting and submitting to carrier, releasing renewal pricing to the agent, and invoicing and servicing the account until the next renewal date.

11. Maintains customer service standards as defined by procedure manuals, process documents or direction from SBS leadership.

12. Documents activity in our Agency Management system.

13. Prepares correspondence using word processing software.

14. Prepares various management reports using agency software.

Desired Qualifications/Experience/Certification/Education (in order of importance)

1. 3 or more years’ of commercial lines experience.

2. Ability to obtain and maintain a valid Property-Casualty Insurance License within 90 days of employment.

3. Proven ability to pre-underwrite and rate commercial lines of coverage.

4. Knowledge of the commercial lines market including the ability to communicate products and coverages in a clear, concise manner.

5. Demonstrated proficiency in Microsoft Word and Excel.

6. Demonstrated experience with word processing, spreadsheet, and other standard office automation software packages.

7. Demonstrated experience in performing general office support functions.

8. Proven ability to handle confidential information.

9. Proven ability to maintain effective work relationships.

10. Previous brokerage experience is a plus.

11. High School diploma, GED, or commensurate experience. .

Physical Requirements (specific to the role)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

* Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing, and working on a computer for extended periods of time).

* Ability to hear and speak clearly in order to communicate via telephone for majority of the workday.

* Ability to communicate effectively in a collaborative work environment utilizing various technologies such as: telephone, computer, web, voice, teleconferencing, e-mail, etc.

* Ability to read a standard type document.

* Ability to physically and accurately file.

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Westfield offers a Total Rewards program that focuses on compensation, benefits, and wellness and includes perks like 401(k), pension plan, annual incentive, education reimbursement, flex-time, onsite fitness center and casual dress. Work-life balance, recognition, and learning and career development are all part of a rewarding career with Westfield.

To learn more about Westfield Services and the opportunities available, please visit us at westfieldservices.com.

We are an equal opportunity employer/minority/female/disability/protected veteran.