Customer Service Representative

Insurance Support Role

This is an IN-OFFICE Position In this essential, UNLICENSED support role, you will be responsible for accurately processing policy transactions and delivering exceptional daily service, ensuring our clients receive timely and professional support. You will manage policy endorsements, certificates of insurance, billing inquiries, and claims intake, all while maintaining accurate and up-to-date client records. This position is designed as a non-licensed, administrative roleyou will execute defined tasks and facilitate communication, enabling our licensed Account Managers to focus on strategic advisory and client relationship management. The ideal candidate is organized, detail-oriented, and thrives in a process-driven, team-oriented environment, providing the critical behind-the-scenes support that drives our agency's service excellence.

Essential Duties and Responsibilities

• Serve as the primary point of contact for routine service inquiries, professionally addressing questions regarding policy status, billing, certificates of insurance, and procedural processes.
• Triage all client calls and emails, promptly escalating any questions involving coverage interpretation, policy recommendations, or complex claims to a licensed Account Manager.
• Accurately process client and Account Manager-directed policy endorsements, applications, and renewals, adhering strictly to specific, documented instructions without exercising discretion on coverage.
• Proactively manage a daily suspense system to track and follow up on pending service items, documentation requests, and carrier communications within established timeframes.
• Precisely input and update all client, policy, and interaction data in the agency management system after every contact, maintaining flawless electronic records.
• Handle standard service issues and complaints of a non-technical nature (e.g., billing discrepancies, documentation delays). For matters related to coverage or claims, document the concern in full and escalate immediately to a licensed Account Manager for resolution.
• Prepare and issue Certificates of Insurance (COIs), Auto ID cards, and related documents upon validated client or third-party request.
• Support the claims process by taking the first notice of loss, completing preliminary information reports, and providing basic status updates as communicated by the carrier or claims department.
• Assist licensed Account Managers with the preparation of renewal and marketing materials by gathering and organizing pre-defined client data and documentation.

Skills and Attributes

Meticulous Attention to Detail: Unwavering accuracy in data entry, policy processing, and documentation is non-negotiable. You must spot discrepancies and ensure every transaction is flawless.

Exceptional Organizational & Time Management Skills: Ability to efficiently prioritize a high volume of tasks, manage multiple deadlines through a suspense system, and maintain order in a fast-paced workflow.

Clear & Professional Communication: Strong verbal and written skills to interact with clients, carriers, and team members with clarity, courtesy, and a calm, helpful demeanor.

Service-Oriented Mindset: A genuine desire to help, with the patience and empathy to handle routine inquiries and diffuse minor frustrations, always representing the agency professionally.

Disciplined Adherence to Process: Understanding of and commitment to operational protocols, especially the critical boundaries of a non-licensed role, including consistent and timely escalation.

Proactive Problem Identification: Ability to recognize when a standard inquiry shifts to a complex issue that requires licensed expertise, and to gather all necessary information for a smooth handoff.

Technical Proficiency: Comfort learning and navigating agency management systems, Microsoft Office Suite, and carrier portals to retrieve and update information efficiently.

Team Collaboration: A cooperative spirit, understanding that your role is integral to supporting the broader client service team and licensed Account Managers.

Education

• High school diploma or equivalent is required.
• An associate's or bachelor's degree in Business Administration, Finance, Communications, or a related field is preferred but not mandatory.

Experience

• Required: Prior experience (1-2 years) in an insurance office, customer service role, or a professional administrative setting is highly valued and may be considered in lieu of a degree.
• Must have knowledge of Microsoft Office and customer relationship management software.
• Preferred: Knowledge of insurance products and policy schedules.
• A commercial insurance background is preferred.
• Spanish speaking, bilingual is helpful for this office location's community

Certificates, License, and or Specialized Requirements

• No Insurance License Required, but preferred.

What We Offer

• Competitive Compensation: A salary and benefits package that recognizes your skills and contributions.
• Comprehensive Benefits: Health, dental, and vision insurance, as well as additional coverage options to support your well-being.
• Retirement Planning: A 401(k) plan with company contributions up to 4% to help you build a secure future.
• Paid Time Off: Generous PTO and 9 paid holidays so you can recharge and enjoy life outside of work.
• Professional Development: In-house Corporate Trainer to help you grow professionally and create customized training specifically for you, along with opportunities to grow within the company.
• Positive Work Environment: A supportive and collaborative team culture where your ideas and efforts are valued.
• Community Impact: Opportunities to participate in initiatives that give back to our local community by providing 16 hours of additional PTO to volunteer at an organization of your choosing, plus company-sponsored events.

We are committed to helping you thriveboth professionally and personally. Join us, and let's grow together!