Customer Service Representative

Additional Considerations (if any)

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At Midwest Heritage, the core of our culture is taking care of the customer and taking care of each other. Our employees appreciate that their contributions make a direct impact on the success of our business as well as their own personal and professional growth.

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.