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Customer Service Associate 

Category Insurance  
Summary: Provides general office support with a variety of clerical activities and related tasks including answering/directing incoming calls, greeting customers, mail distribution, flow of correspondence, requisition of supplies.  The Customer Service Associate assists with preparation of insurance related packages and documentation in accordance with establishment guidelines and policies by performing the following duties.
Essential Duties and Responsibilities include the following.  Other duties may be assigned.
  • Open and close reception area of the office.
  • May answer telephones and direct calls to the appropriate associate or voice mailbox when the associate is unavailable.  Will also take and retrieve messages for various personnel.
  • Greets and directs customers.
  • Provides administrative support as necessary (i.e.: calendaring, confirming appointments)
  • Receives, sorts and forwards incoming mail including use of date stamp and scans documents/images to staff in the document center of The Agency Management System (TAM)
  • Coordinates the pick-up and delivery of express mail services (FedEx, UPS, etc.)
  • Assemble mailings of marketing materials, prints mailing labels, invoices, and/or policies, and sends monthly marketing materials to customers.
  • Type and design general correspondences, including sales letters.  Proofreads copy for spelling, grammar, and layout, making appropriate changes.  Responsible for accuracy and clarity of final copy.
  • May collect outgoing mail and prepare it for mailing.
  • Accepts payments from customers and generates receipts in the Agency Management System (TAM); lists payments received for deposit.
  • Updates claim records in TAM
  • Ordering of supplies
  • Process personal lines change requests
  • Updates policy information in TAM by reviewing a daily report
  • May have various administrative accounting duties
Supervisory Responsibilities:

This job has no supervisory responsibilities

Position Requirements
Performance Factors:

To perform the job successfully, an individual should demonstrate the following competencies:

Attention to Detail:

The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.

Job Knowledge:

Individual possesses and demonstrates the technical ability to perform required duties, is practical in applying knowledge to assignments, and maintains expertise by keeping current with new developments and procedures.

Communication Skills:

Written - Individual writes clearly and concisely with little need for editing (includes spelling and grammar). Oral - Expresses self in speech as to be clearly and completely understood; uses customers' names when appropriate; supports a favorable environment for open communication; addresses concerns or problems in an open non-defensive manner; conveys self-confidence and knowledge of subject in speaking to customers. Listens - Is attentive and transmits correct information to appropriate people; accepts constructive feedback.

Customer Service:

Individual demonstrates a positive and helpful attitude toward customers (internal and external), understands their importance to River Valley Bank and understands how his/her job affects customers; establishes and maintains good relationships through interactions or work completed; projects a positive and professional image of River Valley Bank; Provides "WOW" customer service: Win every customer over, take Ownership of every customer issue and have a Wonderful time doing what you do.”


The level of trustworthiness, character, professionalism, confidentiality, and honesty in dealing with internal or external customers.


Thinking is intelligent and decisions made are logical; defines and analyzes problems, asks good questions and gathers needed data before making decisions; effectively documents and acts upon decisions made and accepts responsibility for such decisions; demonstrates good common sense.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience.

Language Skills:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Math Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Skills:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have solid knowledge of Windows, Microsoft Office, Word Processing software; Spreadsheet software and Database software and the ability to become proficient in the use of the TAM System.

Certificates and Licenses:

No certifications needed.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include Close vision. While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to talk or hear.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Full-Time/Part-Time Full-Time  
Shift Days  
FTE 1.0 FTE  
New or Replacement Replacement  
Number of Openings 1  
Exempt/Non-Exempt Non-Exempt  
Req Number INS-12-00007  
Location RV Ins, Wausau, WI  
About the Organization River Valley Bank is excited at the prospect of YOU joining our team. We are an Incredible Organization with a passion for our customers and our employees.
Any candidate that would like to review our Equal Employment Opportunity/Affirmative Action Policy Statement, please CLICK HERE to open.
EOE Statement River Valley is an EEO/AA Employer: M/F/Disabled/Vet  
Logo None Specified 

This position is currently not accepting applications.

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