Personal Lines CSR (Remote Position) id-10108

June 3, 2025

Full job description

Hey! What if you could take a subject like insurance and combine it with a team of friendly, caring and encouraging co-workers? How about an insurance agency that combines building trust, earning loyalty and offering value with the tech tools of today? We are growing and we need your expertise! Trucordia is a well established agency that is looking for another great personality to join our team where everyone is treated as an individual and not just another number.

Mission of the Personal Lines Customer Service Representative

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To serve the customer base so extraordinarily that clients tell their friends and family about the agency. By using rapport building and excellent communication skills this role will work to solve clients’ problems effectively and efficiently. This includes being first line of defense on all service items and only passing the ones that require an Account Executive. To proactively work with the team and relentlessly support the Account Executives.

Personal Lines Customer Service Representative Requirements

REMOTE POSITION: Designated workspace for remote work, private, professional

No insurance experience necessary, but preferred

P&C Licensed Required

Full Time position

Proficient in usage of the computer, voip phone systems, virtual meetings, etc

Bi-lingual in Spanish, a plus

Knowledge in CMS Hawksoft, a plus

Desired Outcomes of this Role

Handling daily downloads first thing in the morning.

Quickly sending Auto ID cards and handling mortgagee requests.

Assign incoming email, mail, fax and voice messages to the correct member of the personal lines team.

Handle basic billing questions (where to pay, who to pay, what to pay) and pass any higher level questions to the account manager.

Relentlessly work to update contact information on each and every call.

Document all conversations and interactions with customers, carriers and agents in HawkSoft.

First to answer all phone calls, and diligently screen the calls to handle any service tasks that are indicated in this job description.

Proactively work with Account Managers to take work from their desks that can be handled within your role.

Process endorsements assigned to you by Account Executives.

Clearly and effectively communicate to the clients to manage expectations both via the phone and email. This includes taking a proactive approach.

Work to support the marketing and branding team

Proactively learn and grow knowledge of insurance coverage and carrier appetites

Other responsibilities as directed by your manager.

Benefits:

Company Paid Health Insurance

Dental and Vision

401(k) plan with employer match

Company Paid Holidays plus Paid Time Off

Company Paid Life & Long-Term Disability Insurance

Performance Based Compensation

Carrier Incentives

One of the principles of the agency is to raise your hand if you need help. If there is a week you are struggling to complete your outcomes, please raise your hand so we can help you prioritize. Also, since you are in sales, the more you work the more you earn. Plan accordingly!

Feedback:

Every 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve as well as the objectives outlined in your job description.

Each year you will receive a formal review.

Critical Competencies

Efficiency

Able to produce significant output with minimal wasted effort.

Honesty/Integrity

Does not cut corners unethically. Earns trust and maintains confidences. Does what is right, not just what is easy.

Organized & Planning

Plans, organizes and schedules in a productive manner. Focuses on key priorities.

Follow-Through

Lives up to verbal and written agreements, regardless of personal costs.

Intelligence

Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.

Persistence

Demonstrates tenacity and willingness to go the distance to get something done.

Proactivity

Acts without being told what to do. Brings new ideas to the company.

Flexibility/Adaptability

Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.

Calm Under Pressure

Maintains stable performance when under heavy pressure or stress.

Enthusiasm

Exhibits passion and excitement over work. Has a can do attitude.

Work Ethic

Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.

High standards

Expects personal performance and team performance to be nothing short of the best.

Openness to Criticism and Ideas

Often solicits feedback and reacts calmly to criticism or negative feedback.

Listening Skills

Lets others speak and seeks to understand their viewpoints.

Communication

Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.

Teamwork

Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.

Routine Detailed Work

Can process routine detailed work day in and day out.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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