University of Iowa Community Credit Union

  • Customer Service Representative

    UICCU Insurance
    Employment Classification
    Regular Full-Time
  • Position Summary

    The Customer Service Representative (CSR) works closely with the Senior Account Managers (SAM), Account Managers (AM), Personal Lines Customer Service Agents (CSA) and Producers. The CSR answers phone calls in a professional manner, greets clients and visitors with a positive attitude, processes and distributes mail for both personal and commercial departments, processes change requests from the producers/CSA’s and obtains professional assistance when needed.


    Salary Range: $12.76 - $19.14/hour

    Work Schedule:  Monday - Friday, 8 am - 5pm

    Essential Duties and Responsibilities

    1. Adheres to the Credit Union's core values in serving with truth, trust, mentoring, openness, risk-taking, giving credit, integrity, caring and respect in carrying out the UICCU's mission and vision.
    2. Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.
    3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
    4. Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events on an annual basis.
    5. Ensures confidentiality of member information.
    6. Works closely with Senior Account Managers, Account Managers, Customer Service Agents and Customer Service Representative in the processing of client documents.
    7. Develops thorough understanding and working knowledge of the agency management system.
    8. Develops thorough understanding and working knowledge of insurance company sites, underwriting guidelines and eligibility requirements.
    9. Actively solicits increases in limits and/or coverage or rounding out accounts through sales to clients at every service contact.
    10. Does a policy review for current customers at renewal and contacts them with suggestions or recommendations for enhanced coverage, increased limits and coverage gaps.
    11. Accepts and processes payments from clients.
    12. Supports producers by processing new business applications. This may include data entry of application information.
    13. Handles client telephone calls – process changes as requested, gathers information in order to obtain a quote and/or seeks assistance when necessary and directs call to the appropriate person.
    14. Opens, sorts and distributes incoming mail neatly and accurately for agency personnel.
    15. Attaches incoming mail to customer file and completes any follow up needed.
    16. Pulls company reports from company websites, attaches to client file and completes any follow up necessary.
    17. Pulls web quote requests off website and distributes to the appropriate CSA.
    1. Assists with preparation of proposals.
    2. Reviews existing accounts to determine if additional lines of insurance should be solicited, and does so by mail and/or phone prior to renewal.
    3. Enters information into rating system and provides results to producer/CSA.
    4. Processes and accurately transacts commission statements
    5. Reviews renewals to determine if non-standard policies can be rewritten in a standard program. Prepares rewrite applications for business at least 30 days prior to renewal. Secures and submits required renewal underwriting information.
    6. Processes change requests sent by producers and CSA’s.
    7. Researches and resolves billing questions/discrepancies.
    8. Contacts customers regarding late pay notices
    9. Accurately enters claim payment information into the system, close claims out of the system once they have been resolved and follows up on claims that have been open without a resolution for an extended period of time.
    10. Rewrites and remarkets existing client accounts as needed.
    11. Updates carrier phone lists and contact information.
    12. Maintains communication of E&O requirements with insurance carriers.
    13. Maintains, tracks and sends updated licensing information to insurance carriers as necessary.
    14. Enters new prospects into the system and attaches emails for the producer.
    15. Sends binders of insurance for the Producers/CSA’s.
    16. Mails new business policies, refund checks, marketing letters, and renewal survey letters.
    17. Performs processing projects as assigned.
    18. Works offsite at other UICCU Insurance locations as needed.
    19. Performs additional assigned duties as necessary.


    Job Requirements/Expectations

    1. At least one year of similar or related experience; insurance experience is preferred.
    2. Property and Casualty Insurance licenses are required for the position. Must have currently or obtain within one month of hire date.
    3. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand. 
    4. Self-directed nature, ability to work independent of supervision, and ability to follow directions.
    5. Must be able to work in a high-pressured, fast paced environment with significant telephone and personal disruption.
    6. Ability to use personal computer, calculator, agency automation system, and proficiency in various software programs.
    7. Ability to coordinate and prioritize large, detailed project requirements and schedules.  Good time management skills required to manage and complete multiple assignments at the same time.
    8. Strong analytical skills with excellent verbal, written and interpersonal communication skills.
    9. High school diploma or the equivalent (i.e. GED)
    10. Must be bondable.


    Reporting Relationship

    Reports to the Insurance Operations Manager.

    Supervisory Responsibilities

    This position is not responsible for the supervision of other employees.

    Equal Opportunity Employment Statement

    The UICCU is an EEO/AA Employer. M/F/Veteran/Disability. We strongly encourage minorities, veterans, and individuals with disabilities to apply for openings with the credit union.


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