Customer Service Representative

Ryan Specialty • Full-time • Jacksonville - Florida - Nations Way, United States of America • 3d ago

Position Summary

The Customer Service Representative works in a sales-driven, multi-tasked, goal-oriented team environment, and is responsible for supporting incoming customer and broker interactions related to builders risk policy submissions, underwriting support, website navigation, guidelines, and general service inquiries. This role manages high volumes of inbound communication across phone, chat, and email channels, while also conducting outbound calls from lead generation efforts, ensuring timely and accurate handling of service requests and processing of business transactions. The representative performs key policy service functions, including endorsements, cancellations, and other servicing transactions, while providing general underwriting and product support. This position requires the ability to work independently, exercise sound judgment, and demonstrate initiative to meet service level expectations, while delivering quality service and a high level of customer satisfaction within the InsuranceLink agency.

What will your job entail?

Job Responsibilities:

Serve as first point of contactfor customerswithin our builder's risk and property programscountrywide. This includeshandling incoming and outbound calls, emails, mail correspondence,product inquiries, policy issuance support and customer billing.

Process all types of business transactions, while under supervision of the supervising agent, including but not limited to the following:

Submitting insurance applications

Providing insurance quotes

Issuing policies

Issuing Certificates of Insurance

Processing endorsements

Assisting with claims reporting

Prequalify and analyze customer’s coverage needs, educate clients on product offerings, and recommend additionalcoveragesto sell new accounts

Gather information, complete applications, submit to eligible and appropriate carriers and follow up to ensure timely receipt of policies or quotations

Provide and review quotes in detail with customers while explainingcoveragesand exclusions, as well as recommending additionalcoverage’swhen appropriate

Bind coverage when authorized by customers, verify accuracy and coverage adequacy of policies, and ensure all appropriate policy and billing documents are provided to customers, and additional authorized parties when required, in a timely manner

Assist and process policy servicing requests in a timely manner while ensuring customer comprehension and authorization

Utilize the agency management system by entering all transactions, uploading all policy documents, correspondence, and other electronic files or information, in correspondence with agency procedures while maintaining production and quality standards

Assist customers in submitting first reports of claims, advise of claims process and procedures, and follow up on claims status to ensure timely processing

Required Experience:

1+ Years of experience working within the insurance industry
Florida 4-40 License
Florida 2-20 License preferred

Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.

How We Support Our Teammates

Ryan Specialty seeks to offer our employees a comprehensive and best-in-class benefits package that helps them — and their family members — achieve their physical, financial, and emotional well-being goals. In addition to paid time off for company holidays, vacation, sick and personal days, Ryan offers paid parental leave, mental health services and more.

The target hourly rate range for this position is $20.00 - $22.50 per hour.

The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. For additional information on Ryan Specialty Total Rewards, visit our website https://benefits.ryansg.com/.

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation at HR@Ryansg.com

The above is intended to describe this job's general requirements. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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