Customer Service Representative

Tropolis Holdings, LLC

Job Description

About Tropolis
Tropolis is a leading national insurance brokerage focused on combining technology and data to drive growth, improve employee experience, and deliver exceptional customer service. Our mission, Insuring Tomorrow Together, reflects our commitment to being a trusted brokerage, embracing innovation, and building a collaborative culture with our agency partners, customers, carriers, and communities.

Role summary: The Customer Service Representative supports clients and internal producer partners with day-to-day service needs across the full policy life cycle. This role focuses on responsive client support, accurate processing, and consistent documentation to deliver high-quality customer experience and protect E-and-O standards.

Location: Northville, MI

Work model: In office 5 days per week. Hybrid may be available for the right candidate. A remote-only position is not available.

What you will do

Serve as a primary point of contact for client service requests on assigned accounts
Process policy changes and service requests including endorsements, evidence of insurance, ID cards, cancellations, reinstatements, and billing support with speed and accuracy
Support the renewal process by confirming updated household and risk information, reviewing renewal documents for changes, and coordinating client communications to keep renewals on track
Assist with new business onboarding by collecting required information, confirming coverage details, and coordinating policy issuance and delivery
Prepare client-ready correspondence and basic coverage summaries, and help explain policy documents in a clear, practical way
Maintain thorough, timely documentation and file hygiene within the agency management system, including notes, activities, attachments, and required fields
Track open items, follow up with carriers and clients, and manage multiple priorities with strong organization and follow through
Partner with producers and account managers to identify rounding and cross-sell opportunities and improve retention through proactive service
Stay current on carrier requirements and workflow expectations impacting personal property and casualty accounts

Success looks like

Consistently timely, accurate service delivery with minimal rework
On-time renewals supported by complete information gathering and strong follow through
Clean documentation and compliance discipline that supports E-and-O best practices
Strong client satisfaction and dependable internal partnerships with producers and account managers

Required qualifications

Current Property and Casualty insurance license in good standing
At least 3 years of experience in an independent insurance agency supporting property and casualty accounts
Working knowledge of personal lines coverages, servicing workflows, and carrier processing requirements
Strong organization and follow through across multiple concurrent deadlines
Excellent written and verbal communication, with the ability to support clients professionally and efficiently
High attention to detail and commitment to documentation, compliance, and E&O controls

Nice to have
Applied Epic experience

Benefits
Tropolis offers a competitive and comprehensive benefits package, including flexible time off, 11 paid holidays, a 401(k) with 100% match on the first 4%, with immediate vesting, and medical, dental, and vision plan options with 90% employer paid.

Purpose Plan
All eligible team members participate in Tropolis’ Purpose Plan, an equity incentive program that lets you share in Tropolis’s long-term success through an equity pool that can grow over time.

Pre-employment testing and background checks
Employment is contingent upon successful completion of any pre-employment testing required for the role and a satisfactory background check. This may include verification of licensing and credentials, employment history, and other checks consistent with applicable laws and business needs.

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Vacancy posted 22 days ago

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