Customer Service Specialist

Position Summary

Colonial Surety Company is seeking a Customer Service Representative to join our Contract Surety Department. This is an excellent entry level opportunity to begin a career in the specialized field of contract surety while receiving extensive onboarding and hands on training from experienced professionals.

Founded in 1930 and rated "A" (Excellent) by AM Best, Colonial Surety Company is a leading national direct writer of surety bonds, fidelity bonds, and business insurance products. We are licensed and admitted in all U.S. states and territories. Through The Partnership Account for Contractors, we provide contractor partners with innovative tools and resources that help them become more competitive throughout the bidding and bonding process.

This position offers an outstanding career trajectory within a growing and financially strong organization. We are seeking an energetic, highly motivated individual with a strong work ethic, exceptional organizational and time management skills, and a desire to learn. The ideal candidate is a quick learner who thrives in a fast paced environment, enjoys working with customers, takes initiative, and is looking to build a long term career with Colonial Surety Company.

The Customer Service Representative provides administrative and operational support to the Contract Surety Department, specifically the Underwriter in execution of client requests and administrative support to the Underwriter. This role is responsible for processing bond requests, coordinating documentation between contractors and underwriters, maintaining accurate records, and ensuring bonds are issued accurately and on time. The position requires excellent customer service, strong attention to detail, and the ability to manage multiple priorities while supporting the underwriting team and delivering an exceptional customer experience.

Essential Duties and Responsibilities

• Process contract surety bond requests, including Bid, Performance, Payment, and Maintenance Bonds.
• Review bond submissions for completeness and accuracy.
• Coordinate the collection of financial statements, work in progress schedules, indemnity agreements, and supporting underwriting documentation.
• Prepare bond forms, riders, powers of attorney, and related documents for issuance.
• Maintain contractor, agent, and bond records within company systems.
• Track bond requests and follow up on outstanding requirements to ensure timely processing.
• Communicate with contractors, agents, producers, and internal underwriting staff regarding bond status and outstanding requirements.
• Assist underwriters with account management, renewals, and contractor servicing.
• Monitor bond execution and delivery requirements to ensure compliance with contract specifications.
• Process bond cancellations, amendments, and related policy changes as needed.
• Perform contractor credit checks and maintain organized electronic files to support efficient account servicing.
• Support new business development efforts by responding promptly to contractor and agent inquiries.
• Generate departmental reports and maintain accurate production and pipeline records.
• Ensure compliance with company underwriting guidelines, regulatory requirements, and internal procedures.
• Participate in departmental meetings, product training, and ongoing professional development.
• Perform other duties as assigned.

Qualifications

Education

• Bachelor's degree in Business, Finance, Insurance, or a related field preferred.

Experience

• Previous administrative, customer service, banking, insurance, finance, or related business experience is preferred.
• Experience with financial statements and knowledge of financial review is a plus.

Knowledge, Skills, and Abilities

• Strong organizational skills and exceptional attention to detail.
• Excellent verbal and written communication skills.
• Outstanding customer service and relationship building abilities.
• Energetic, positive, and professional attitude.
• Strong work ethic with the ability to take initiative and work independently.
• Excellent time management skills with the ability to prioritize multiple responsibilities.
• Ability to learn quickly and adapt to new systems, products, and procedures.
• Strong analytical and problem solving skills.
• Proficiency with Microsoft Office Suite, including proven knowledge of Excel basic formulas and overall proficiency as well as and Word and Google Workspace.
• Ability to learn agency management systems and contract surety processing platforms.
• Ability to work collaboratively within a team oriented environment while also managing individual responsibilities.

Compensation and Benefits

• Competitive base salary.
• Annual performance based bonus opportunity.
• Extensive onboarding program and hands on training.
• Outstanding career advancement opportunities within a growing organization.
• Opportunity to develop expertise in the highly specialized contract surety industry.

Work Environment

• Full time position.
• Monday through Friday, 8:30 a.m. to 5:30 p.m.
• Business professional attire required.
• In office position located at 123 Tice Boulevard, Woodcliff Lake, New Jersey.

Success Metrics

Success in this position will be measured by:

• Timely processing and issuance of contract surety bond requests.
• Accuracy and completeness of bond documentation and contractor records.
• Responsiveness to contractors, agents, and internal stakeholders.
• Consistent adherence to underwriting service standards and turnaround times.
• Strong organizational performance and effective management of daily workflow.
• Contributions to underwriting support, operational efficiency, customer retention, and overall customer satisfaction.