Insurance Customer Service Representative

BANCO INSURANCE AGENCY

Position Summary

Provides professional customer service and administrative support for Banco Insurance customers and agents. The position handles routine policy service, maintains accurate customer records, communicates with insurance carriers, and follows customer requests through completion.

Essential Duties and Responsibilities

· Respond to customer questions and service requests by phone, email, and in person.

· Process policy changes, endorsements, renewals, cancellations, certificates, evidence of insurance, and other policy documents within assigned authority.

· Assist customers with billing questions, claims reporting, and carrier-related service needs.

· Review policies, applications, and customer records for accuracy, completeness, and required documentation.

· Communicate with customers, agents, carriers, and underwriters to obtain information and resolve outstanding items.

· Document customer contacts and maintain accurate records in the agency management system.

· Monitor renewals and follow-up activities to support timely service and customer retention.

· Identify potential coverage needs or account opportunities and refer them to a licensed agent.

· Assist agents with applications, proposals, correspondence, and other customer documentation.

· Provide backup support to agency team members and other locations as needed.

Qualifications

· High school diploma or equivalent.

· Previous customer service experience; insurance, banking, or financial services experience preferred.

· Strong communication, organization, follow-through, and attention to detail.

· Ability to prioritize multiple responsibilities and meet deadlines.

· Ability to learn insurance products, carrier requirements, and agency systems.

· Ability to maintain confidentiality and work effectively both independently and as part of a team.

Licensing

A Wisconsin Property and Casualty insurance license is preferred at hire and must be obtained within 90 days of employment. Required licenses and continuing education must be maintained throughout employment.