Customer Service Representative, Transportation Division

Customer Service Representative (CSR), Transportation Division

HUB International Limited ("HUB") is one of the largest global insurance and employee benefits brokers, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 21,000 employees in 600+ offices throughout North America, HUB has grown substantially, in part due to our industry leading success in Mergers and Acquisitions.

The Customer Service Representative (CSR), Transportation Division is responsible for servicing and maintaining an assigned book of commercial insurance business within HUB South Florida's Transportation vertical. This role requires a professional who displays the drive, determination, and self-motivation to deliver exceptional service across trucking, fleet, cargo, and motor carrier accounts.

The CSR provides professional, courteous service to clients, carrier representatives, underwriters, business partners, and HUB colleagues, with primary responsibility for account retention. Working alongside Producers and Account Executives, the CSR supports the full policy lifecycle from new business setup and renewal processing to endorsements, billing, claims coordination, and client communication. This role reports to the Client Services Lead, Transportation Division.

Reports to: Client Services Lead, Transportation Division

Division: Commercial Lines Transportation

Responsibilities:

• Manage an assigned book of new and renewal insurance business within the Transportation Division, delivering a rate of account retention that meets or exceeds expectations.
• Provide professional, courteous service to clients, carrier representatives, underwriters, business partners, and HUB colleagues throughout the policy lifecycle.
• Provide support to Producers and Account Executives in obtaining, maintaining, and expanding business within the transportation vertical.
• Oversee the preparation and implementation of all transactions, paperwork, and internal processing for assigned accounts, including policy changes, endorsements, certificates of insurance, auto ID cards, and motor carrier filings.
• Process endorsements across multiple lines of insurance, including adding/deleting vehicles, drivers, equipment, mailing addresses, contact information, and premise addresses.
• Generate certificates of insurance and evidence of insurance for insured clients, mortgagees, lessors, and third parties, with attention to transportation-specific requirements (e.g., MCS-90 endorsements, DOT filings).
• Acquire an understanding of clients' insurance objectives and critically analyze and compare insurance plans to determine suitability. Stay abreast of changes in the insurance industry, transportation regulations, and other external conditions that may impact clients. Make appropriate recommendations independently.
• Act as liaison between clients and insurance carriers to resolve escalated, complex service issues that require policy interpretation and experience-based judgment. Negotiate with underwriters and carriers as needed. Troubleshoot claims and billing issues.
• Handle premium payments, cancellation processing, reinstatement requests, and client account updates.
• Retrieve policy documentation from various insurance carrier portals for Account Executive and Producer review.
• Create and maintain summaries of insurance for assigned transportation accounts.
• Prepare and send policies to insured clients, ensuring completeness and accuracy prior to delivery.
• Conduct policy audits and assist with premium audit reconciliation.
• Process and follow up on loss run requests from carriers.
• Draft and send close-out letters and non-renewal notices as directed.
• Manage, organize, and conduct client meetings when necessary.
• Appropriately document conversations with clients and carrier representatives and update all HUB computer systems and agency management systems. Ensure the accuracy of data in those systems.
• Support renewal preparation, including gathering expiring policy data and assembling marketing submission materials.
• Support, mentor, and train Assistant CSRs and junior service team members as necessary.
• Prepare reports for management as required.
• Attend industry-related continuing education training and courses.
• Ensure compliance with HUB operational standards, internal procedures, and applicable Florida state and federal insurance regulations.
• Other duties as assigned.

Qualifications:

• Active Florida 4-40 Customer Representative License required; Florida 2-20 Property & Casualty License preferred.
• High school diploma required; Associate's degree or some college preferred.
• Minimum 2 years of experience in commercial lines insurance client support; transportation industry exposure strongly preferred.
• Strong technical insurance knowledge, particularly in commercial auto, general liability, cargo, physical damage, and fleet coverages.
• Above-average communication skills with the ability to interact effectively with clients, carriers, and internal stakeholders by phone, email, and in person.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Experience with agency management systems (EPIC, AMS360, or similar) a plus.
• Ability to understand policy forms, coverage descriptions, and endorsement language.
• Strong organizational skills with the ability to multitask and manage competing deadlines.
• High attention to detail, self-motivation, and professional discretion.
• Strong typing skills with the ability to compose clear and concise correspondence.
• Willingness to attend educational classes and pursue professional development.

Diversity, Equity, Inclusion & Community:

HUB International is committed to fostering a diverse, equitable, and inclusive work environment. We celebrate the unique backgrounds and perspectives of our employees, ensuring all voices are heard and valued. Our selection process is designed to be accessible to everyone, and we encourage you to reach out if you require any assistance or accommodation during the recruitment phase. At HUB, equal opportunity is not just a policy; it's the cornerstone of our culture.