Job Information
Arbor Bank Insurance Customer Service Representative – Commercial Lines in Omaha, Nebraska
Arbor BankInsurance Customer Service Representative – Commercial Lines Omaha, NE 68130
Job title — Insurance Customer Service Representative – Commercial Lines
Location – Omaha, NE 16949 Lakeside Hills Plz. Omaha, NE 68130
Work Type – In office initially, with flexibility available later
Hours – M-F 8-5, flexibility available
Classification — Non-Exempt/Hourly
Reports to — Agency Operations Director
Summary/objective — AtFirst Express Insurance – a division of Arbor Bank, the Customer Service Representative is a key player in providing exceptional service to our clients. You will address customer inquiries and needs with energy, positivity, and professionalism, ensuring that each interaction is seamless and satisfying. Building strong rapport and lasting relationships with every client is essential to creating aWOWexperience that leaves our customers feeling valued and appreciated. Through your dedicated service, you will help cultivate a base of loyal clients who become enthusiastic advocates of First Express Insurance and Arbor Bank.
Company Summary - First Express Insurance (FEI) is a division of Arbor Bank currently consisting of seven team members & growing. FEI represents multiple insurance companies which gives FEI the ability to find the right coverage at the right price for clients. We are about understanding what’s at stake and how we can help. We’re proud to be a Gallup Strengths organization and promote employee engagement and Teamwork in everything we do. Our employees GROW with Arbor Bank by practicing their unique strengths to embody our Core Values: Do What You Do Best, Do Different Better, Be One Team, Take Total Ownership, Embrace Urgency, and Be A Guiding Force. Pay and benefits aren’t the only thing we do right, we also get the intangibles right with a culture, family-like atmosphere and values that are second to none. We’re proud that we plant two trees in a national forest for every new customer. Our core focus is to create raving fans by growing the value in every relationship.
Essential functions —
Provides prompt and effective service to internal and external customers.
Answer client phone and email queries related to billing, coverage, pricing, claims, policy cancellations, policy endorsements, inspections, documentation requests, renewals, issues, concerns, etc.
Clearly and effectively communicate with clients to manage expectations both via phone and email. This includes taking a proactive approach.
Coordinates and maintains complete and accurate client and policy data and documents. Documents all conversations and interactions with customers, carriers and agents in Agency Management System.
Provide quotes, proposals and binds coverage as needed according to insurer guidelines.
Collaborates with Commercial Lines team on new and prospective clients as needed.
Contributes to key business outcomes such as client satisfaction, client retention and is also responsible for fostering a culture of performance and continuous improvement.
Demonstrate commitment, dependability, and respect for other team members with regular and predictable attendance, punctuality, and adherence to agreed-upon schedule of availability.
Perform physical requirements as described in the Physical Requirements section
Proactively learn and grow knowledge of insurance coverages and carrier appetites.
Ensure every client interaction results in a "WOW" moment, leading to customer satisfaction and loyalty.
Contribute to creating raving fans of First Express Insurance through exceptional service.
Other duties –
Is diligent when interacting with customers, and in processing all coverage modifications in a timely manner to ensure customer satisfaction and prevent E&O exposure.
Able to work independently with minimal supervision.
May be expected to attend industry-specific seminars and training, as needed.
Performs other duties as assigned.
Competency —
Excellent customer service skills.
Excellent oral and written communication skills.
Works effectively in a team environment.
Consistently delivers high quality work in a timely manner. Builds rapport quickly with external clients.
Effectively balances a strong client focus with maximizing operational efficiency.
Quickly determines critical issues and is detail oriented.
Solves problems quickly and focus solutions on the root cause.
Required education and experience —
High School degree/GED with 3+ years client service and/or account management experience.
Current Iowa or Nebraska Insurance Producers License orability to obtain within 6 months of hire.
Preferred education and experience —
Pursuing or willingness to pursue relevant insurance certifications or education highly preferred.
Additional eligibility qualifications —
Proficient in using technology as a tool to maximize productivity and quality.
Experience with Agency Management Software such as Applied Epic desired, but not required.
Work environment —The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise.
Physical demands —If this differs from below, update to requirements. This is important for ADA, FMLA, work comp. T
The physical demands of the job, including bending, sitting, lifting and driving.
Sedentary work that primarily involves sitting/standing.
Remaining in a stationary position, often standing or sitting for prolonged periods.
Occasionally lifting or carrying objects less than 15 lbs.
Communicating with others to exchange information.
Communicating by means of spoken word to impart oral information to convey detailed spoken instructions to other workers, clients, & the public accurately, loudly and/or quickly.
Constant repeating motions that may include the wrists, hands and/or fingers.
Clear vision at approximately 20” or less, including use of computers, mid-range and 20’ or more.
Ability to hear, understand, and distinguish speech in person, over the telephone, computer and/or remote speech.
Reaching or extending hand(s), arm(s) in any direction, straightening arm(s) and elbow(s) and engaging the shoulders(s).
Driving.
Assessing the accuracy, neatness and thoroughness of the work assigned.
Travel —occasional travel may be required between office locations, to client appointments or for training needs.
Affirmative action plan/equal employment opportunity (AAP/EEO) statement— Arbor Bank maintains a policy of non-discrimination with employees and applicants for employment. No aspect of employment with us will be influenced in any manner by race, color, religion, sex, age, national origin, marital status, disability or any other basis protected by applicable law. We also believe in the principles of the Americans With Disabilities Act (ADA). ADA prohibits employers from unlawfully discriminating against employees or job applicants with disabilities when making employment decisions. We will provide reasonable accommodation to otherwise qualified disabled employees or applicants. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at HR@arborbanking.com
Accessibility: If you need an accommodation as part of the employment process please contact Human Resources atPhone: 402-252-8279Email: HR@arborbanking.comEqual Opportunity Employer, including disabled and veterans.If you want to view the Know Your Rights: Workplace Discrimination is Illegal poster, please choose your language:English (https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal) –Spanish (https://www.eeoc.gov/es/conozca-sus-derechos-la-discriminacion-en-el-lugar-de-trabajo-es-ilegal-0) –Arabic (https://www.eeoc.gov/ar/arf-hqwqk-altmyyz-fy-mkan-alml-ghyr-qanwny) -Chinese (https://www.eeoc.gov/zh-hans/lejienindequanli-zhichangqishishiweifade) English–Spanish (https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_gina_supplement_spanish.pdf) –Chinese (https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_gina_supplement_chinese.pdf) If you want to view the Pay Transparency Policy Statement, please click the link:English (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_English_unformattedESQA508c.pdf)