Customer Service Representative

Job Title: P&C Personal Lines Customer Service Representative I

Department: Insurance

FLSA: Non-Exempt

General Function: Provide first class customer service over the phone, in writing, or in person to Midwest Heritage Insurance Services customers and internal Midwest Heritage staff.

Core Competencies

• Customers Service

• In-House Relationship Management       

• Administration

Reporting Relations:

Accountable and Reports to: Client Services Manager 

Positions that Report to you: None

Primary Duties and Responsibilities:

• Learns and applies agency systems, carrier platforms, workflows, and internal processes

• Handles routine inbound customer service requests via email, phone calls, and walk-in interactions

• Provides administrative and sales support service to Producers and Account Managers in processing new & renewal business

• Assists with routine policy servicing activities including policy changes, billing inquiries, claims support, and cancellations

• Supports quoting activities for new, renewal, and rewrite business as directed

• Follows established agency workflows and documentation standards to ensure timely and accurate processing

• Maintains accurate client records and documents all customer interactions within agency management systems

• Communicates professionally and courteously with clients, team members, and carriers

• Keeps Producers, Account Managers, and leadership informed of important client service activities or potential concerns

• Prepares routine correspondence such as underwriting follow-up letters, renewal notices, and client communications

• May assist with basic quoting activities for standard personal lines policies under supervision or according to established guidelines.

• Assists in cross-selling banking, investment, and additional insurance products by identifying potential referral opportunities

• Supports personal lines, commercial lines, and/or farm insurance customers depending on business needs

• Demonstrates a positive attitude, willingness to learn, and commitment to working collaboratively in a team environment

• Reports to work as scheduled and maintains dependable attendance

• Manages assigned workload effectively and completes follow-up activities in a timely manner

• Participates in agency and carrier meetings and training sessions as assigned

• Maintains required licensing and continuing education requirements, or works toward obtaining licensing if not currently licensed

Secondary Duties and Responsibilities:

• Performs other job-related duties and special projects as assigned

Knowledge, Skills, Abilities, and Worker Characteristics:

• Friendly, professional, and customer-focused demeanor

• Strong verbal and written communication skills

• Willingness to learn insurance products, coverages, carrier guidelines, and agency procedures

• Ability to follow established workflows, processes, and service standards

• Strong organizational skills, attention to detail, and follow-up abilities

• Ability to work effectively as part of a team environment

• Basic problem-solving and time management skills

• Ability to maintain confidentiality and handle sensitive information appropriately

• Proficiency with Microsoft Office products and basic data entry skills

• Ability to learn and navigate agency management systems and carrier websites

Education and Experience:

• High School diploma or equivalent required

• Previous customer service experience preferred

• Prior Property & Casualty insurance experience is helpful but not required

• Must hold required insurance licensing or be willing to obtain licensing within an established timeframe  

Physical Requirements:

• This position is classified sedentary/light and requires the ability to sit for long periods of time.

• Visual requirements include: ability to see detail at near range with or without correction.

• Must be able to perform the following physical activities: sitting for long periods, talking (in person and by telephone), hearing and repetitive motions.

Working Conditions:

• The duties of this position are normally performed in a general office setting. This is a fast paced work environment. 

• There is frequent pressure to meet deadlines and handle multiple projects in a day.

Equipment Used to Perform Job:

Computer (PC with Microsoft Office programs), telephone, calculator, telephone, copier, fax, and printer.

Contacts: This position works with Midwest Heritage employees, bank customers, Hy-Vee employees, vendors and outside agents doing direct business with Midwest Heritage.

Confidentiality:This position has the responsibility to protect the privacy and confidentiality of customers, employees and bank/insurance/financial information at all times.