Customer Service Representative

Team Focus Insurance Group has been serving the property and casualty insurance industry for seven decades. We trace our roots back to 1946 when MacNeill Group was founded as Frank R. MacNeill and Son.

The Customer Service Representative handles service calls from agents and policyholders in regards to their insurance policies and provides exceptional service in responding to their questions and concerns by performing the following duties. Review and process endorsements and work reports.

• Develops successful customer relationships via the telephone and ensures the highest level of customer service in regards to insurance policy coverage.
• Analyzes transactions, searches available records using computer, printouts and/or company files.
• Utilizes knowledge of automated systems to underwrite and issue endorsements as well as answer questions, document conversations and document files.
• Processes corrections and/or adjusts records as necessary and within company policy and procedure guidelines.
• Takes ownership of each call, handling until resolution is reached; includes follow-up as necessary to ensure the actions promised to caller are completed.
• Requests additional documentation necessary for the processing of endorsements and cancellations.
• Communicates effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Researches and enters information into the automated systems.
• Reviews, organizes and forwards information to other areas for handling or consideration.
• Assists agents with policy related questions and assists agents with system related questions.

• Associate’s or Bachelor’s degree from a year college or university, business degree preferred; or two (2) to four (4) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience. Must have thorough knowledge of Property/Casualty Insurance operations and policy elements.
• Must have thorough knowledge of Property/Casualty Insurance operations and policy elements.
• An active 2-20 or 4-40 license highly preferred. If the successful candidates does not possess an active 2-20 or 4-40 license, must be able to obtain one within the time frame established by the company.