Property & Casualty Customer Service Representative

Job Title: Property and Casualty Customer Service Representative
FLSA Status: Non-Exempt
Agency: Insurance Circle
Reports To: Manager of Retail Operations
Work Location: In-Office
Work Schedule: Monday through Friday, 8:30 a.m. to 5:00 p.m.

Insurance Circle Agency, an independent insurance agency proudly operating as part of the Sequel Insurance Agencies family, has an exciting opportunity for a Property and Casualty Customer Service Representative. As a Sequel affiliated agency, we combine the personalized, relationship-driven service of a local agency with the resources, collaborations, and growth opportunities of a larger organization.

The Property and Casualty Customer Service Representative supports personal lines clients within Insurance Circle's retail insurance operations in the mid-Michigan area. This role is responsible for delivering high-quality service through virtual interactions, telephone communication, and in-person assistance for walk-in customers. The position requires a Michigan Property and Casualty license, prior experience in an independent agency environment, strong communication skills, and a solid understanding of personal lines insurance products and policy servicing.

Key Responsibilities:

• Provide responsive, high-quality customer service to clients through virtual interactions, telephone support, and in-person assistance for walk-in traffic.
• Answer policy-related questions, explain coverage details, and assist customers with servicing needs in a clear, professional, and timely manner.
• Learn and maintain a strong understanding of company insurance products, carrier guidelines, and personal lines coverage options.
• Navigate insurance carrier websites and internal systems to process policy changes, obtain information, and support customer requests.
• Identify opportunities to offer new or additional insurance products that align with customer needs.
• Respond to customer inquiries, assess needs, and recommend appropriate solutions or next steps.
• Assist customers with claims questions, billing concerns, and payment-related issues, escalating matters when appropriate.
• Document client conversations thoroughly, including inquiries, requested changes, recommendations, and action steps taken, within the agency management system.
• Prepare and send newsletters, mail, and other customer correspondence as needed.
• Build and maintain strong client relationships by delivering consistent, courteous, and knowledgeable service across all communication channels.
• Manage multiple customer interactions throughout the day while maintaining accuracy, organization, and attention to detail in a fast-paced agency environment.

Qualifications & Skills:

• Property & Casualty License in Michigan
• At least 3 years of previous experience working as a customer service representative in Property and Casualty Insurance.
• In-depth knowledge of personal lines insurance products and policy coverage.
• Ability to multi-task.
• Effective communication skills - both verbal and non-verbal.
• Must be friendly and willing to help others.
• Highly detail oriented with strong recall of data and details.
• Basic computer and typing skills.
• Actively listens and applies sound judgement in decision-making.
• Must be able to quickly analyze all situations and solve problems efficiently.

Certificates, Licenses, Registrations: Property and Casualty License required.

Insurance Circle Agency is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

Insurance Circle Agency participates in E-Verify.