Account Manager / CSR

Job Description

Job Description

About us:

Boersma Insurance Services is an independent insurance agency with a close-knit team of four. We are looking for a motivated and experienced individual to join our team and assist with servicing both personal and commercial lines accounts. While we pride ourselves on maintaining a fun and friendly atmosphere, we also take our work and responsibilities to our clients seriously. We work hard, support one another, and value individuals who bring the same level of dedication, accountability, and initiative to the table. We're looking for someone who can fit into our team, take ownership of their work, and contribute to the continued success and growth of our agency.

About you:

We're looking for someone who takes pride in their work, values integrity, and holds themselves to a high standard. You understand that working in an agency means being dependable, adaptable, and willing to step up when needed. You're someone who takes ownership of their responsibilities, approaches challenges with a solutions-oriented mindset, and doesn't rely on excuses when things get difficult.

Our ideal candidate possesses the following qualifications and characteristics:

• Active Property & Casualty Insurance License (Required): You must currently hold a valid P&C insurance license. This is a nonnegotiable requirement.
• Industry Experience (Required): A minimum of 2–3 years of experience in personal lines, commercial lines, or a combination of both.
• Integrity & Accountability: You are honest, dependable, and willing to take responsibility for your work.
• Strong Attention to Detail: You recognize that even small errors can have significant consequences in the insurance industry. Accuracy, thoroughness, and proper documentation are priorities.
• Strong Recall & Follow-Through: You can retain and apply important information, keep track of ongoing client matters, and consistently follow through on commitments.
• Technological Proficiency: You are comfortable navigating multiple software programs, learning new systems, and adapting to technological changes.
• Willingness to Learn: You understand that insurance is constantly evolving and are receptive to feedback, new information, and opportunities to expand your knowledge.
• Independent Problem-Solving: You take initiative, research unfamiliar situations, and make an effort to find solutions rather than immediately passing problems to someone else.
• Organization & Time Management: You can manage multiple accounts, prioritize competing deadlines, and maintain an organized workflow without constant supervision.
• Professional Communication: You communicate clearly, respectfully, and confidently with clients, coworkers, underwriters, and carrier representatives.
• Team-Oriented Mindset: You understand that being part of a small team means supporting your coworkers, communicating openly, and contributing wherever necessary.

We expect a genuine willingness to learn, a strong work ethic, and the ability to take accountability. We're happy to teach someone who is eager to grow, but initiative, integrity, and personal responsibility are qualities you must bring with you.

Job Duties & Responsibilities (Including but not limited to):

As a member of our team, you will play an important role in servicing and maintaining both personal and commercial lines accounts. This position requires strong organizational skills, attention to detail, and the ability to manage multiple responsibilities in a fast-paced environment. While you'll have the support of your coworkers, we expect you to take ownership of your workload and approach your responsibilities with confidence and initiative.

Your responsibilities will include, but are not limited to:

• Account Management & Client Servicing: Manage and maintain personal and commercial lines accounts, serving as a primary point of contact for clients regarding their insurance needs, questions, and policy changes.
• Policy Servicing: Process endorsements, cancellations, reinstatements, renewals, and other policy transactions accurately and within established timelines.
• Renewal Management: Proactively review upcoming renewals, identify potential coverage concerns, obtain updated underwriting information, and coordinate renewal terms with carriers and clients.
• Quoting & Marketing: Prepare and submit new business and renewal applications, obtain and compare carrier quotes, and assist in identifying appropriate coverage options for clients.
• Coverage Review & Analysis: Review policy forms, limits, deductibles, exclusions, and endorsements to identify potential coverage gaps and ensure client requests are addressed appropriately.
• Carrier & Underwriter Communication: Maintain professional relationships with carrier representatives and underwriters while addressing underwriting questions, negotiating terms when appropriate, and resolving account-related issues.
• Certificates of Insurance: Prepare and issue certificates of insurance, review contractual insurance requirements, and coordinate additional insured, waiver of subrogation, and other endorsement requests when applicable.
• Billing & Account Resolution: Assist clients with billing inquiries, payment discrepancies, cancellation notices, and other account-related concerns.
• Claims Assistance: Help clients navigate the claims reporting process, communicate with carriers, and follow up on outstanding claim-related questions when necessary.
• Documentation & Record Keeping: Maintain accurate and thorough client records, document conversations and transactions, and ensure account information is properly recorded in the agency management system.
• Task & Deadline Management: Monitor outstanding requests, follow up on pending items, and ensure time-sensitive matters are addressed promptly.
• Problem-Solving & Research: Investigate coverage questions, underwriting concerns, and unusual account situations, using available resources to develop informed solutions.
• Team Collaboration: Work closely with agency leadership, producers, and fellow team members to maintain efficient workflows and provide consistent client service.

Above all, we expect you to take ownership of your accounts. This means staying ahead of deadlines, following through on commitments, recognizing potential issues before they become larger problems, and taking pride in the quality of your work. We value employees who are proactive, resourceful, and willing to go the extra mile to provide exceptional service.

What This Position Is Not

We believe in being upfront about expectations so both our agency and prospective employees can determine whether this is the right fit.

This is not a position where you simply complete assigned tasks and wait for the next instruction. We are looking for someone who takes initiative, recognizes what needs to be done, and follows through without requiring constant supervision or reminders.

This is not a sales-driven producer role, but it is also not a basic customer service or data-entry position. Our account managers are expected to understand the insurance products they work with, think critically about coverage, anticipate client needs, and take an active role in managing their accounts.

As a small agency, we don't operate with layers of management or rigidly defined responsibilities. There will be busy days, competing priorities, unexpected challenges, and times when everyone needs to pitch in.

We certainly don't expect anyone to have all the answers. We do, however, expect honesty, accountability, resourcefulness , and a willingness to figure things out.

If you're someone who takes pride in doing things right, enjoys solving problems, and wants to be a valued part of a hardworking team, we'd love to hear from you.

Depending on experience this role's compensation is expected to be anywhere from $50,000 to $80,000.