• Assistant Insurance Customer Service Representative

    Posted: 07/01/2022




    Upstate Agency Insurance is seeking an experienced

    Assistant Insurance Customer Service Representative

    This opportunity may be perfect for you if you have experience in:

     Customer Services


     Workflow Coordination



    In this position with our Insurance team, you would be responsible to work in conjunction with the Insurance Customer Service Representatives and Client Advocates to provide service and administrative support. Provide superior service to our clients while meeting regulatory requirements and department goals.

    Responsibilities Include:

    • Answer questions (as permitted by NYS Department of Financial Services) in person, by telephone, or via email; provide consistent, outstanding customer service by anticipating and reacting to customer needs.
    • Process change requests including cancellations, policy and premium corrections from error reports, any insurance proof of coverage and transaction changes to carriers for processing as assigned within guidelines.   Perform claim reporting and handling.
    • Process auto identification cards, certificates, premium collection, payments to insurance carriers, and document payments in insurance management system as assigned within guidelines; conduct research as appropriate.
    • Maintain documentation of daily activities and transactions on agency computer system; process insurance transactions including:   payments, renewals, invoices, endorsements, reinstatements and tasks assigned within guidelines.
    • Operational duties as assigned including transaction of quotes, data entry, scanning, opening mail.


    Will participate in observation of the following until appropriate licensing and experience level is achieved to perform independently: 

    §      Complete customer requests for new business quotes, review existing accounts for proper coverage and insurance carriers for placement; process changes and collect premium when applicable; perform claim reporting and handling.

    §      Consult with customers on coverage and risk exposures to ensure adequate coverage; provide consistent, outstanding service by reacting to and anticipating customer concerns and needs.

    §      Solicit referrals from current customer base to broaden list of prospective customers and enhance coverage of existing customers to support department and Company goals.





    • Bachelor’s Degree preferred; Associates Degree or equivalent experience required
    • 3+ years’ experience in customer service position required, insurance environment preferred
    • Valid insurance licenses as required by New York State Department of Financial Services; or ability and willingness to obtain licensure within a specified timeframe of accepting the position required    


    Skills/Knowledge Requirements:

    • Knowledge of insurance underwriting coverages, rating procedures and insurance management systems preferred
    • Excellent communication skills, both written and verbal; comfortable communicating with customers, co-workers, management, and vendors
    • Ability to independently handle multiple tasks and priorities while meeting strict deadlines; attention to detail a must
    • Proficient with Microsoft Office Suite:  Word, Excel, Outlook and PowerPoint

           Physical Requirements:

    • Must be able to sit for prolonged periods of time and walk/stand for brief periods of time.
    • Must be able to repetitively use a telephone and computer mouse and keyboard.
    • Ability to lift/move up to 15 lbs




    We offer a pleasant work environment, career development opportunities, competitive compensation, and an exceptional benefits package.


    Upstate Agency Insurance is a subsidiary of Glens Falls National Bank & Trust Company.  The Employee Benefits Practice of Upstate Agency can provide individuals with Health, Term Life, and Long-Term Care insurance needs.  We specialize in offering businesses Health, Dental, Long-Term Care, and other Group/Voluntary insurance plans to meet the needs of their employees.


    We are an Equal Opportunity Employer. Our employment decisions are made without regard for: race, color, religion, national origin or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status, or any other characteristic protected by law.