Job Title: Personal Lines Service Center Account Representative
Employee Status: Regular
Schedule: Full-time
Location: Hyrbid to Westfield Center, OH OR Remote

About Us:
You’re ready to make your mark where people care about each other. Where your work is meaningful. And where your unique perspectives are welcome. Think about joining Westfield, a company focused on what’s most important – the people behind our policies.

Westfield was founded in 1848 by a small group of hard-working farmers who believed in the promise of the future and the power of the individual. Today, as one of the nation’s leading property and casualty (P&C) companies, we remain true to their vision and are dedicated to making a positive difference in our customers’ lives.

Responsibilities :

• Performs a variety of personal lines customer service duties for agents and clients.
• Handles a variety of incoming customer calls and emails including the following:
  • Answering inquiries from customers including coverage questions, policy changes, quotes, billing issues, and other issues.
  • Taking incoming claims calls and handling appropriately based on type of claim, carrier, etc.
  • Handling evidence of property requests.
• Writes/rewrites new business as appropriate or refers lead back to agency.
• Conducts account reviews periodically. Enhances and strengthens existing accounts as needed with needed additional coverages.
• Resolves disputes between customers, carriers, agencies, and others while keeping appropriate parties informed of progress.
• Works closely with agencies on the following:
  • Advising agency of critical events and follows agency’s instructions if within guidelines or procedures.
  • Handling renewals, cancellations, and non-renewals with care, legally saving all accounts when possible. Notifies agency if account is unable to be saved.
• Accurately documents activities and attaches pertinent documents to the management system, per procedures.
• Serves as a resource to Westfield’s personal lines team, whenever possible, and responds to underwriting requests for additional customer information in a timely, cooperative manner.
• Utilizes carrier software and resources, agency management system, and software tools as needed to perform tasks and obtain needed information (e.g. underwriting guidelines, forms, manuals).
• Maintains and shares knowledge of industry updates (carrier changes, market trends, products) and stays informed of state-specific guidelines and requirements (coverages, underwriting rules, procedures, laws).
• Continues to meet Continuing Education requirements to maintain license.

Qualifications:

• 1+ year of experience in Property & Casualty personal lines insurance, in a customer facing role.
• Valid Property-Casualty agent license required within 90 days of employment.
• Experience in a fast-paced, high call/email volume environment with ability to multi-task.
• Experience being accurate with a focus on attention to details.
• Delivers messages in a clear, compelling, and concise manner.
• Ability to utilize and understand math to solve and explain pro-rated premium issues.
• Understanding of general business flows, procedures, and systems.
• Adjusts communication content and style to meet the need of a diverse audience.
• Experience with Microsoft Windows and Office (Outlook, Excel) or transferable software packages.
• Experience handling confidential and sensitive information/situations with ability to maintain professionalism and diplomacy.
• High school graduate, GED, OR commensurate experience.
• Physical essential functions: ability to work 40 hours in an office environment (sitting, standing, on a computer, etc.), operate office related technology (computer, phone, etc.), travel as required.

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 or gym reimbursement and casual dress. Work/life balance, recognition, and learning and career development are all part of a rewarding career with Westfield.

Learn more about current opportunities at www.westfieldinsurance.com/careers.

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

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