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Customer Service Representative Job Description | Peoples Insurance

Position Title: Customer Service Representative - Insurance
Department: Peoples Insurance Agency
Reports to: Insurance Agency Manager or Insurance Agent
Classification: Non-Exempt
Revised: February 2023


Reporting to the Insurance Agency Manager, the Customer Service Representative is responsible to provide a high level of customer service to customers who require CSR insurance services. This includes developing a book of insurance business for the bank that will have on-going value to the customer and to the bank’s profitability which may involve the sale and service of auto, home, life, health, farm, crop, and commercial insurances. Solicit sale of new or additional services or products. Represent the bank in the local community through active participation in community affairs.


Administration: 50%

  • Responsible for answering incoming telephone calls for the Insurance area forwarding when appropriate.
  • Coordinate and manage Insurance Officer’s calendar, scheduling appointments as necessary.
  • Provide administrative support to the Insurance Officer by handling a wide variety of situations involving the clerical and administrative functions of the office. This will include maintaining and updating the filing system, opening the mail for the Insurance Officer, and determining the level of priority and handling routine correspondence when appropriate.
  • Provide follow-up calls to insurance customers to ensure all questions were answered and satisfaction of service.
  • Knowledge of the Agency's automated system.

Direct Insurance Sales: 20%

  • Participate in the direct insurance sales for the bank. This will include following up on prospect referrals.
  • Must understand all products that the insurance department can offer. As these products become more complex, must understand the competitive advantages of the products the insurance department has to offer.
  • Refer customers that the insurance department has originated to other departments of the bank for additional services.
  • Manage a book of business. Provides excellent customer service such that those customers renew their insurance products with the bank agency.

Insurance Referrals: 20%

  • Responsible for developing networks within the bank to use as a lead into the insurance departments.
  • Work with investments, mortgage and other departments to develop an integrated referral program for the benefit of the customer and to overall bank profitability.

Other: 10%

  • Actively involved in community and civic organizations as appropriate to represent the bank in the community.
  • Participate in activities that expose bank staff and products and services to the community. This will increase the sales of bank products and services.
  • As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.



Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations. 

Attention to Detail

Regard for important details to assure accuracy in all aspects of advertising/marketing duties performed; detect errors; follow through on corrections and details.

Change Management

Must embrace change and see change as an opportunity.

Customer Orientation

Respond sensitively to the needs of the customer, both external and internal, and take the
appropriate action to meet their needs.

Mathematical Skills

Possess the ability to perform basic mathematical calculations. Those include the understanding of the relationships of numbers and how to perform basic calculations.

Oral/Written Communication

The ability to express thoughts and ideas in a clear and concise manner, both orally and in written form to a variety of audiences.


Projects a positive image of the bank to all internal and external customers at all times along with the ability to work well with others. 


Must understand the role of sales and marketing in a community bank environment.

Team Player

Must view oneself as part of an overall team. This includes supporting others within the branch and departments to achieve the overall goals of the bank.

Time Management

Ability to effectively manage one’s time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks. 

Education and Special Requirements

  • Minimum of a high school diploma.
  • This position requires skill needed in a typical office environment. This includes computer skills as well as utilization of office equipment.
  • Maintain all Insurance licenses through annual continuing education and insurance department regulatory requirements.
  • Internal: BAI Courses: All Staff, Insurance

Peoples Insurance is an Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.

Insurance products are not FDIC insured, not a bank deposit, not guaranteed by the bank or any U.S. Government Agency and may lose value.