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Are you interested in joining the Waverley Insurance Agency team? We look forward to meeting you!
Open Positions
Browse our open positions below.
Personal Lines Insurance Customer Service Representative
Reports to: Owner
Career Level: Mid-Career
FLSA status: TBD
Hours: 40 hours, full time
Waverley Insurance is a family-owned Insurance Agency that has been servicing the Belmont MA area since 1946. Our focus is making sure every client receives individualized attention for their insurance coverage needs.
We are currently looking for a Personal Lines Insurance Customer Service Representative to join our busy and fast-paced agency. For those who are tired of feeling like “just a number” at a big company, the opportunity to make an immediate impact and make strong and lasting connections with clients is a key element to the opportunity this role provides. This mid-career position is ideal for a responsive, customer-focused individual who loves educating others, supporting clients, and working collaboratively with a deeply knowledgeable team. This role requires either a property and casualty agent license or the ability to commit to receiving one within 18 months (includes paid training time), providing you with a strong opportunity to advance your career!
Scope and Function:
The Personal Lines Insurance Customer Service Representative provides a support system to their clients and takes a key role in educating clients about insurance products and helping them find the products they need. The essence of the role is to be a reliable, professional, and knowledgeable source of information and service to our clients at all times. The ideal candidate for the Personal Lines role is always polished, respectful and polite in their communications to clients and co-workers; maintains insurance expertise and knowledge at a high level to help their clients; is very responsive and focused on achieving high client satisfaction; and collaborates well with the team at Waverley.
This position is office-based in our Belmont, MA office.
Responsibilities include:
- Working with existing clients, as well as engaging with new clients, to ensure that they have proper insurance coverages in place for Home (including fire, flood, dwelling, condo, renters), Auto (motorcycle and RVs), Boat, Umbrella, Inland Marine and Motorhomes
- Working with Auto clients on car registration paperwork, including RMV paperwork and Stamp paperwork for dealers, and answering registry questions
- Reviewing and responding to new client inquiries, according to established company processes, for new coverages in Mass, New Hampshire, Vermont, and Maine
- Suggesting appropriate coverages based on agency policies and educating clients on different types of coverage and coverage options
- Obtaining necessary information and details in order to provide insurance coverage quotes and assist clients in completing applications
- Working with insurance vendors’ underwriters and websites in order to obtain quotes and providing those quotes to clients in a timely manner
- Assisting clients with insurance payments, online, in person and via phone (with support from Admin Assistant), and answering billing questions
- Reviewing policies with clients on a regular basis and processing changes to existing policies, along with providing education to clients on when policies need to be reviewed and updated and why. Following up on company concerns with clients.
- Providing Evidence of Insurance or Binders to clients or mortgage companies, as requested
- Following agency policies thoroughly and accurately to maintain ethical and legal conduct, as required by our industry
- Answering company phones, when needed for coverage, and directing calls to appropriate people
Knowledge, Skills and Abilities Required:
- Knowledge of personal lines of insurance, including home and auto, required
- Ability to read, analyze and interpret legal documents, such as condominium documents for Master Policy coverage.
- Ability to respond to common inquiries, clients’ concerns, regulatory agencies and/or members of the business community and ability to present information to others
- Excellent personal communication skills, including a polite and warm in-person and phone presence, strong written communication and ability to make difficult insurance concepts understood by clients
- Strong customer service skills for handling questions, issues, and problems and problem-solving and troubleshooting (collecting data, establishing facts, analyzing options, providing solutions) with our support staff to provide client assistance
- Ability to handle multiple projects and responsibilities simultaneously and successfully
- Experience writing policies in Massachusetts and other New England states
- Strong experience in Microsoft Office products required
- Comfortable with learning new technologies and new software
- Basic math skills for reviewing policies and payments for accuracy
- Ability to treat everyone with respect and dignity at all times
- Strong sense of collaboration and supportiveness, interest in working with others for team success
- Use of multi-line phone systems
Education and Experience Required:
- Personal lines insurance experience required, minimum of 2+ years
- Property and Casualty Agent license (OR commitment to receive license within 18 months of start date) required.
- Experience in insurance Customer Relationship Management (CRM) databases required
- High school diploma or GED required, Associates or higher college degree a plus.
Physical Environment:
Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)
Position includes:
- Seated/stationary positions
- Standing positions
- Moving through the office space
- Reaching
- Lifting
- Grasping
- Small motor coordination (typing)
- Repetitive motion
- Visual acuity to work with computer screens and documents
- Communication (hearing, talking)
- Walking up and down stairs
Submit Your Application
If you are looking to join our team, we are interested in hearing from you.
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