Licensed Customer Service Rep

Job Description

Job Description

As a Licensed Customer Service Representative (CSR), youll deliver exceptional service to American Family Insurance customers by supporting policy and account needs, explaining coverages, processing eligible policy changes, and resolving issues with accuracy and care. This role requires an active insurance license and a strong commitment to compliance, documentation, and customer experience.

Hourly Base Salary + Commission + Bonus Opportunities

Paid Time Off (PTO)

Mon-Fri Schedule

Career Growth Opportunities

Hands on Training

Licensing assistance

Bonus Opportunities

Paid Holidays

• Provide friendly, timely support to customers via phone, email, and/or digital channels.
• Service personal lines policies by processing eligible changes such as:
• address/household updates, vehicles/drivers, deductibles, coverages, and endorsements
• lienholder/mortgagee updates and policy document requests
• Explain policy coverages, limits, deductibles, and billing impacts in clear, customer-friendly terms.
• Assist customers with billing questions, payment options, policy status, and basic account troubleshooting.
• Support customers with claims-related needs by helping them initiate a claim or connecting them to the claims team; provide general claim process guidance as appropriate.
• Identify additional customer needs and route opportunities to licensed sales staff/agents when applicable.
• Document all interactions thoroughly and accurately in applicable systems; follow established workflows and service standards.
• Maintain required state insurance license(s), complete continuing education, and follow privacy/regulatory requirements.

• Active Property & Casualty insurance license in required state(s) (or ability to obtain within a defined timeframe, if applicable).
• 1+ year of customer service experience in a fast-paced environment (insurance/financial services preferred).
• Strong communication skills with the ability to explain complex information simply.
• Demonstrated attention to detail and ability to follow regulated processes.
• Proficiency with computers and the ability to navigate multiple systems/screens.