Insurance Customer Service Specialist

About the Role As the Insurance Service Specialist - Commercial Lines, you will play a key support role within our Commercial Lines organization, helping ensure Account Managers and service teams have the training, tools, process knowledge, and day-to-day guidance needed to deliver excellent client service. Your mission will be to help bring clarity, confidence, and consistency to the Commercial Account Management team. You will be a hands-on resource for new and existing Account Managers, assisting with onboarding, refresher training, workflow questions, documentation standards, renewal process support, agency bill billing issues, and escalated client service matters. What You’ll Do Lead the onboarding, training, and development of Commercial Account Managers, ensuring strong proficiency in systems, workflows, documentation standards, renewal management, and client service best practices. Serve as a day-to-day resource and mentor for Account Managers, providing guidance on complex service issues, policy servicing, workflow challenges, client requests, and agency procedures. Deliver ongoing training and coaching focused on Applied Epic workflows, policy processing, endorsements, certificates, billing procedures, documentation requirements, renewal execution, and service excellence standards. Drive consistency and accuracy across the Commercial Lines service organization by establishing, reinforcing, and monitoring standardized workflows, procedures, and operational best practices. Support Account Managers in executing effective renewal strategies that improve client retention, coverage accuracy, service outcomes, and overall customer satisfaction. Assist with client escalations by researching issues, coordinating internal resources, facilitating communication, and ensuring timely and professional resolution. Provide expertise and support for agency bill and billing-related concerns, helping identify root causes, resolve discrepancies, and improve operational efficiency. Partner with the National Service Director of Commercial Lines to identify training opportunities, recurring service challenges, workflow inefficiencies, and process improvement initiatives that enhance operational performance. Develop, maintain, and continuously improve training resources, workflow documentation, standard operating procedures, guides, templates, and service tools that support scalable operational excellence. Conduct quality assurance reviews and spot audits to ensure documentation accuracy, workflow compliance, service consistency, and adherence to agency standards. Promote best practices related to client communication, responsiveness, activity tracking, documentation, renewal management, and service execution. Support the successful rollout of operational initiatives, process enhancements, and technology adoption through effective communication, training, and change management. Coordinate and facilitate team meetings, training sessions, knowledge-sharing opportunities, and operational updates that strengthen team effectiveness and alignment. Partner closely with Commercial Lines, Small Business, Service, Retention, Accounting, and leadership teams to resolve operational challenges and improve overall service delivery. Foster a culture of accountability, continuous improvement, collaboration, and professional development while helping build a high-performing service organization focused on client retention and operational excellence. What You Bring Active Property & Casualty Insurance License required. 5+ years of commercial insurance account management, service, or operations experience. Strong understanding of Commercial Lines workflows, renewal processes, client service expectations, certificates, endorsements, billing, carrier communication, and documentation standards. Experience supporting, mentoring, or training Commercial Account Managers or service team members. Comfort handling client escalations, service issues, billing questions, and complex account management scenarios. Experience with Applied Epic strongly preferred. Strong organizational skills with the ability to manage multiple priorities, follow up on open items, and keep issues moving toward resolution. Clear, professional communication style with the ability to explain processes, coach team members, and collaborate with leadership. Strong attention to detail, especially related to documentation, billing, workflow consistency, and client service follow-through. Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint. A supportive, solutions-oriented mindset with a desire to help others succeed. Willingness to travel occasionally for meetings, training sessions, or business needs. What Success Looks Like Success in this role means Commercial Account Managers feel supported, trained, and confident in their day-to-day responsibilities. New team members are onboarded more effectively, existing team members receive useful refresher training, client escalations are handled with professionalism, billing issues are addressed more efficiently, and leadership has a trusted partner helping reinforce operational consistency across the Commercial Lines team. Benefits Medical, dental, and vision coverage Supplemental benefits Competitive compensation Paid time off, accruing immediately 401(k) with up to 4% company match Paid holidays #J-18808-Ljbffr