Job Details


Company name
The Hanover Insurance Group, Inc.

Howell, MI

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Agency Service Associate (Business Insurance)

JOB ID #: 9305 Location: Howell, MI

FUNCTIONAL AREA: Customer Service SBU:






Position summary:

Our Commercial Lines Customer Service Center is seeking an Agency Services Associate to join our growing team in our Howell office.


The person in this role performs multiple tasks, including answering simple or complex agent and customer inquiries, providing technical support for online interface systems, effectively resolving escalated and/or complicated customer concerns, processing policy and billing changes, researching and communicating underwriting guidelines to agents, while achieving measures at or above stated goals.

This is a Full-time Non-exempt role.

Responsibilities/Essential Functions:

- Answers and responds to telephone and email inquiries, requests for changes and information, and written correspondence received from customers/agents using established guidelines and techniques.

- Accurately relays information regarding coverage and rates using established underwriting guidelines including reinstatements.

- Provides agent direction and assistance in utilizing available on-line tools including: underwriting rate and rule manuals, TAP, and other on-line customer facing resources. Also includes entry and quoting assistance in the Commercial Lines Point-of-sale system. Actively shares ideas and improvements that could be made to these resources to help achieve the ease of doing business with Hanover.

- Provides technical direction and assistance to agents in regard to password resets, resending uploads and downloads, checking Java PC settings, troubleshooting premium discrepancies and system errors. Also will appropriately escalate more complex technical issues for resolution.

- Effectively handles escalated phone calls by diffusing negative situations and resolving issues in a timely and effective manner.

- Displays a willingness to assist in other operational areas when the need arises.

- Other duties as assigned



College degree preferred but not required.


1- 3 years of customer service experience.


Proficient in computer applications.


Strong written and verbal communication skills required.


Must be organized and highly detail oriented, with strong time management skills.


Strong multi-tasking ability.


Keeps clients/customers regularly informed on progress of requests and actively solicits feedback from agents to ensure needs are being met. Anticipates agent/insured's needs.


Makes timely decisions consistent with the vision and values of the organization, even if they do not personally agree with them. Reconsiders decisions when new information comes to hand.


Proactively initiates change by identifying potential obstacles to change as well as solutions for overcoming those obstacles.


Shares knowledge, skills or expertise with others. Coaches others and encourages learning and growth.

Key Competencies


Problem Solving/Judgment - Thinks critically and anticipates, recognizes, identifies, and develops solutions to problems in a timely manner.


Consultative - Uses professional or technical expertise to advise, intervene, and/or influence a customer or partner over whom there is no direct authority.


Accountability - Proactively identifies present and future obstacles, issues, and opportunities; takes actions to address such obstacles, issues, and opportunities.


Flexible and Agile - Easily adapts to new, different, or changing situations, requirements, or priorities. Has an understanding and appreciation of individual differences.


Teamwork/Collaboration - Actively solicits ideas and opinions from others. Encourages team members to voice ideas/concerns. Shows respect for diversity. Fosters collaboration.


Business Acumen - Demonstrates knowledge of the Commercial Lines Business including product offerings, financial position, distribution channels and service strategies.

Physical Demands and Work Environment:


Ability to use a personal computer and other standard office equipment.


Ability to work in a fast paced or stressful environment.


Ability to sit and/or stand for extended periods

EEO statement:

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. If you require a reasonable accommodation, as a candidate for employment, please inform The Hanover Talent Acquisition office.

The Hanover Insurance Group does not accept unsolicited Agency resumes. The Hanover Insurance Group will not pay fees to any third party agency or firm that does not have a signed Employment Agency Agreement already on file with Human Resources - The Office of Talent Management.

Company info

The Hanover Insurance Group, Inc.
Website :

Company Profile
Welcome to the Partnership Portal for Winning Agents. Here you’ll discover our intense focus on product innovation, national strength with a regional approach, unparalleled responsiveness, a commitment to on-going education, and our true dedication to partnering with the best. This is a value proposition you cannot refuse. The Hanover Promise: We offer a commitment to true Agency Partnership creating franchise value through selective distribution. By providing our products and services to only a selective group of Agents, we’ve created an opportunity for those Agents to offer more to their customers. You won’t find a more intense focus on distinctive product innovation than with The Hanover. We invest unprecedented amounts of relevant products designed for individuals, families, and businesses. This enables our Agents to grow exponentially and write “the total account.” Responsiveness and expertise are paramount to our approach. From streamlined quote processes, first contact resolution and a customer service center to local decision authority, an easy-to-use POS system, account triage, unsurpassed marketing tools, and on-going education and training, our Agents are equipped for success.

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