Client Service Representative

31 S. Mercer Street New Castle, PA 16101 Come join our team! LOCATION New Castle, PA. This is an in‑office role. JOB OVERVIEW The Client Services Representative provides frontline support to clients by processing policy documents, managing communication, and maintaining accurate records within the client management system. This role is essential to ensuring a positive customer experience, efficient internal workflow, and the timely handling of insurance‑related tasks. WHAT YOU’LL DO Client & Policy Support Process incoming client correspondence including policies, endorsements, notices, and payment confirmations. Make outbound courtesy calls regarding overdue payments, policy updates, and required documentation. Provide excellent customer service by responding to client inquiries and escalating complex issues when appropriate. Administrative & Data Management Accurately enter, update, and maintain client and policy data in the client management system. Scan, upload, and organize documents, ensuring compliance with agency standards. Generate reports, conduct research, and resolve system‑related issues. Reconcile commission statements and report discrepancies promptly. Assist with overflow tasks to support team members and overall department workflow. Maintain confidentiality and adhere to all company and regulatory requirements. Other Duties Perform additional responsibilities as assigned to support department goals and client satisfaction. WHAT YOU’LL BRING High school diploma or equivalent. Strong attention to detail with a commitment to accuracy. Proficiency in Microsoft Office, especially Outlook and Word. Experience in insurance, customer service, or administrative support. Familiarity with Google Workspace (Drive, Sheets, Docs). Strong verbal and written communication skills. Ability to multitask in a fast‑paced environment with shifting priorities. Effective decision‑making and problem‑solving abilities. P&C License. COMPENSATION The base pay offered will be determined based on your experience, skills, training, certifications and education, while also considering internal equity and market data. WHY EPIC EPIC has over 60 offices and 3,000 employees nationwide – and we’re growing! It’s a great time to join the team and be a part of this growth. We offer: Generous Paid Time Off. Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non‑exempt employees; 12 company‑observed paid holidays; 4 early‑close days. Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave. Generous employee referral bonus program of $1,500 per hired referral. Employee recognition programs for demonstrating EPIC’s values plus additional employee recognition awards and programs (and trips!). Employee Resource Groups: Women’s Coalition, EPIC Veterans Group. Unique benefits such as Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support. Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs. 50/50 Work Culture: EPIC fosters a 50/50 culture between producers and the rest of the business, supporting collaboration, teamwork, and an inclusive work environment. It takes both production and service to be EPIC! EPIC Gives Back – some of our charitable efforts include Donation Connection, Employee Assistance Fund, and People First Foundation. We’re in the top 10 of property/casualty agencies according to “Insurance Journal”. EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients. Massachusetts G.L.c. 149 section 19B (b) requires the following statement: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. As set forth in EPIC Brokers’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. #J-18808-Ljbffr