Customer Service Rep.-Licensed

Company Overview

Philadelphia Insurance Companies, a member of the Tokio Marine Group, designs, markets and underwrites commercial property/casualty and professional liability insurance products for select industries. We have been in operation since 1962 and are nationally recognized as a member of Ward's Top 50 and rated A++ by A.M.Best. American Collectors Insurance has specialized in collector car insurance policies since 1976, offering peace of mind through industry‑leading protection for appreciable collector vehicles and collectibles.

Position Overview

We are looking for Licensed Customer Service Representatives (CSR) to join our team. Licensed CSRs are the first point of contact for all existing customers utilizing our call center for support or service issues as well as routine service updates. This role requires an active Property & Casualty or Personal Lines insurance license and prior experience in an insurance service role, a passion for client interaction, strong problem‑solving skills, and the ability to thrive in a fast‑paced environment. The position can be done in‑office, hybrid, or fully virtual from anywhere in the continental U.S.; our office is located in Mt Laurel, NJ.

Responsibilities

• Address client needs and concerns via phone and email.
• Maintain and utilize a working understanding of underwriting compliance guidelines.
• Answer back‑to‑back inbound calls and make outbound calls for follow‑ups as needed.
• Establish rapport quickly and build positive customer relationships.
• Provide prompt, accurate, and friendly customer service.
• Respond to inquiries regarding insurance eligibility, coverages, changes to in‑force policies, claim submissions, cancellations/non‑renewals, and billing clarifications.
• Service existing customers with endorsements, payments, policy changes, and related underwriting authority.
• Cancel and non‑renew policies according to procedures.
• Complete necessary documentation quickly and efficiently.
• Follow and adhere to underwriting compliance and service standards while performing changes to in‑force policies.
• Expected to be on the phone 100% of the time.
• Conduct risk analysis and evaluate underwriting quality of applicants.

Required Qualifications

• High school diploma or equivalent.
• Active P&C or Personal Lines insurance license in your state of residence.
• Prior experience working in a customer‑facing insurance service role.
• Demonstrated success in a team environment.
• Proficiency in multi‑tasking, follow‑through, and follow‑up.
• Excellent written and verbal communication skills.
• Positive customer and quality focus.
• Upbeat and positive attitude.
• Organized and detail‑oriented.
• Proactive in problem solving.
• Critical thinking and reasoning abilities.
• Advanced computer skills.
• Reliable high‑speed internet.

Desired Qualifications

• Associate or bachelor’s degree.
• Prior underwriting experience.
• Experience working on a hybrid/remote team.
• Prior insurance sales experience.

Compensation and Benefits

Compensation: $43k–$46k ($21–$23 per hour) depending on experience level, overtime eligible (not required). Benefits include health insurance (medical, dental, vision), flexible spending & health savings accounts, life insurance, retirement plan, paid time off, overtime availability, employee referral program, tuition reimbursement, and a generous 401(k) match. Weekly schedule: 40‑hour work week, Monday to Friday with a rotating Saturday (about one every four weeks).

EEO Statement

Tokio Marine Group of Companies (including, but not limited to, the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. We must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status, sexual orientation and/or any other status protected by law.