Customer Service Representative II

Title: Insurance Customer Service Representative II

We are seeking a CSR II is an experienced service professional responsible for commercial policy servicing, technical insurance support, and resolution of complex account issues. This role works independently, supports higher-level servicing activities, and serves as a resource for the support team. The CSR II is expected to demonstrate strong technical knowledge, accuracy, and ownership while supporting service excellence across the agency.

Essential Functions & Responsibilities

• Process complex Certificates of Insurance (COIs), Evidence of Property Insurance (EPIs), endorsements, cancellations, and reinstatements
• Complete policy processing, policy maintenance, and data management within the agency management system (AMS & WorkSmart)
• Review and interpret policy forms, endorsements, and carrier communications to ensure accuracy and completeness
• Review policy checking results and ensure coverage, forms, and documentation are accurate
• Manage automatic renewals and collect renewal updates and supporting information
• Prepare Statements of Values (SOVs), coverage summaries, loss run requests, and Motor Vehicle Reports (MVRs)
• Process audits, agency bill invoicing, incoming mail, downloads, and document management activities
• Independently resolve complex service issues while maintaining service quality and accuracy standards
• Maintain working knowledge of commercial coverages, including General Liability, Workers Compensation, Business Auto, Property, Umbrella, Professional Liability, Cyber Liability, and Management Liability.
• Assist with quality control efforts by reviewing work for accuracy and identifying opportunities to improve workflows and efficiency
• Participate in training initiatives and departmental process improvement efforts
• Support department service standards by helping manage team workload, meeting service expectations, and ensuring timely completion of assigned tasks
• Adhere to agency SOPs, service standards, and best practices to ensure consistent and accurate service delivery.

Required Skills & Attributes

• Strong knowledge of commercial insurance coverages, policy forms, endorsements, and servicing processes
• Ability to review policies for accuracy and identify coverage discrepancies
• Strong analytical, problem-solving, and organizational skills
• Ability to manage multiple priorities and deadlines with minimal supervision
• Strong communication and customer service skills
• Proficiency with agency management systems (AMS) and carrier technology platforms
• Strong attention to detail and commitment to quality standards
• Proficient knowledge of Microsoft Office Suite (Word, Excel, Outlook) and the willingness to learn and use all computer programs as required.
• Maintain confidential information with the utmost discretion; consistently adheres to all applicable privacy, compliance, and regulatory requirements.

Education & Experience

• High school diploma or GED required. Relevant experience may be considered in lieu of formal education requirements.
• Active Property & Casualty (P&C) insurance license required.
• Minimum of two (2) years of commercial insurance experience.

Work Schedule & Environment

This is a full-time position, and hours of operation for the office are typically Monday through Friday, 8:30a.m. to 5:30p.m.  Occasional overtime may be required.

Remote/Hybrid/In Office (dependent on location)

Compensation

Salary Range: $51,000.00 -  $57,000.00 per year dependent on experience

Benefits

• Medical, dental, and vision insurance
• FSA (traditional & dependent care)
• Supplemental insurance options (STD, LTD, Life/AD&D, LTC)
• 401(k) with Safe Harbor employer contribution
• PTO, floating holidays, sick leave, and paid holidays
• Paid leave programs (jury duty, parental, volunteer, disability)
• Employee Assistance Program & discount programs
• Designation course reimbursement