Commercial Lines Customer Service Agent

Job Description

Job Description

About Us

The DeHayes Group was founded in 1982 as a commercial property and casualty insurance agency with three employees. Organic growth, acquisitions and development of new product lines enabled The DeHayes Group to become the largest locally owned insurance agency in Northeast Indiana. We are pleased to offer commercial property and casualty, group benefits, personal lines, senior benefits, wellness, and financial services. The DeHayes Group represents more than 40 insurance carriers, insures over 1,300 business and 1,800 households and is responsible for the health insurance needs of more than 19,000 lives.

Our mission is exceeding expectations beyond insurance. The DeHayes Group proactively delivers the outstanding service and expertise that our clients have come to expect and appreciate for over 30 years. We do this by developing a deep relationship with our clients. This is what guides us to provide you with a tailored solution for your business and personal needs, whether it be property and casualty insurance, employee benefits, personal insurance, or financial services.

Commercial Lines Customer Service Agent (CSA)

Position Summary:

The Commercial Lines Customer Service Agent (CSA) is responsible for the day-to-day servicing and maintenance of assigned large, complex commercial insurance accounts. This role supports both new business and renewals while delivering a high level of client service and satisfaction.

Key Responsibilities:

• Market and place commercial lines new business and renewal accounts.
• Maintain and service assigned accounts, ensuring accuracy and timeliness.
• Update insurance applications and gather underwriting information, including loss runs.
• Prepare and issue proposals, binders, auto ID cards, and renewal certificates.
• Process policy endorsements and service requests received via phone, email, or fax in accordance with agency procedures.
• Serve as a reliable point of contact for clients, addressing questions and ensuring a positive service experience.

Qualifications:

• Active Indiana Property & Casualty license required
• Minimum of 5 years’ experience in commercial insurance brokerage or a comparable role
• In-depth knowledge of all commercial insurance lines, including complex and specialized coverages, particularly those offered by the agency
• Experience working with real estate and contractor accounts strongly preferred
• Solid understanding of brokerage operations, including claims handling, commercial lines rating, agency management systems, and relevant insurance laws and regulations
• Demonstrated ability to work effectively in a digital environment; experience with Applied Epic preferred but not required; proficiency in Microsoft Office Suite, document management systems, carrier platforms, and phone systems
• Strong time management, organizational, and written and verbal communication skills
• Highly self-motivated with the ability to work independently
• Exceptional attention to detail and accuracy
• Strong mathematical aptitude preferred
• Ability to successfully pass a background check, as permitted by law

Hours: Monday – Friday, 8:00am to 4:30pm

Office Location: 11118 Coldwater Road, Fort Wayne, IN 46845

Benefits:

• Competitive Compensation
• Health Insurance Plans (PPO, HSA, Copay Options)
• Dental Insurance
• Vision Insurance
• Company Paid Disability Insurance
• Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
• 401(k) with Safe Harbor Match
• Paid Time Off
• Paid Holidays

No Solicitation Notification to Agencies: Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.