Customer Service Agent

  • Fort Wayne, IN, USA
Full Time Customer Service

Job Description

Job Title: Customer Service Agent

FLSA Status: Non-Exempt

Job Family: Customer Service

Department: Customer Service

Location: Fort Wayne, IN

Hours: 8:00am - 4:30pm



Act as a liaison between the insured, agency, and company to professionally provide superior customer service resolving any policy questions, changes, and concerns with accuracy and efficiency. Readily identify coverage needs through developing deep customer relationships and industry forms knowledge. Provide support to the producer from policy issuance as outlined within the agency contract.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Review and/or analyze contracts, policies and all policy change requests to assure proper coverage.
  • Collaborate and research to properly interpret, understand and communicate policy forms from a company perspective to accurately assess policy needs.
  • Within assigned authority, perform the initial evaluation, classification and pricing of new and/or renewal policies. Follow up with agents and insureds to obtain information requested by internal and external underwriters, including required forms and supplemental applications.
  • Collaborate to obtain all required information to write new auto, worker’s compensation, student accident, flood and other ancillary policies in compliance with state, agency, and company guidelines.
  • Appropriately and accurately document all files to ensure other staff and agents may identify and understand decisions made and actions taken.
  • Accurately apply department and company guidelines in the completion of all work and agency conversations.
  • Prepare and submit quotes by gathering appropriate information for underwriter review.
  • Develop a working knowledge of Brotherhood Mutual’s industry, corporate culture, and operational structure.
  • Create and respond to all customer, company and agent correspondence within established department guidelines.
  • Complete all policy changes and endorsements in a timely manner.
  • Develop an understanding of the company pricing structure/strategy to evaluate and negotiate premium increases with the underwriting department.
  • Acquire, record, and maintain all essential policy and customer information in accordance with established guidelines and document in appropriate systems.
  • Maintain confidentiality of all information related to clients, customers and employees, as appropriate.
  • Complete other projects as assigned.



The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Possess excellent “people skills” including listening, evaluating, communicating (both orally and in written format), and determining appropriate follow-up.
  • Must possess working knowledge of insurance coverages.
  • Possess the ability to manage job stress and pressure to meet required deadlines.
  • Must display the ability to make independent decisions on accounts of a routine or minor nature.
  • Demonstrate proficiency in using computers and business software applications.
  • Demonstrate strong negotiation skills to diplomatically resolve difficult situations.
  • Must be comfortable working in a dynamic environment.
  • Demonstrate the procedural knowledge needed to respond to routine questions from clients.
  • Knowledge of Microsoft Office programs is required.
  • Effectively interface with external contacts, Brotherhood employees, managers, and department staff members.



  • A high school diploma is required.
  • Must hold or be willing to obtain Indiana P&C license and CISR + CIC designation.
  • Two years of combined experience in customer service, insurance or related field is required.
  • Advanced education in related field is desired.
  • Previous agency experience is desired.


Terms and Conditions

This description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.


Because the company’s niche is the church and related ministries market, and because effective service requires a thorough understanding of this market, persons in this position must be familiar with church operations and must conduct themselves in a manner that will neither alienate nor offend persons within this target niche.


Brotherhood Mutual Insurance Company reserves the right to modify, interpret, or apply this position description in any way the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains “at-will”.

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