Customer Service Representative II

Insurance Customer Service Representative II – Fresno & BakersfieldWe 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 & ResponsibilitiesProcess complex Certificates of Insurance (COIs), Evidence of Property Insurance (EPIs), endorsements, cancellations, and reinstatementsComplete 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 completenessReview policy checking results and ensure coverage, forms, and documentation are accurateManage automatic renewals and collect renewal updates and supporting informationPrepare 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 activitiesIndependently resolve complex service issues while maintaining service quality and accuracy standardsMaintain 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 efficiencyParticipate in training initiatives and departmental process improvement effortsSupport department service standards by helping manage team workload, meeting service expectations, and ensuring timely completion of assigned tasksAdhere to agency SOPs, service standards, and best practices to ensure consistent and accurate service delivery.Required Skills & AttributesStrong knowledge of commercial insurance coverages, policy forms, endorsements, and servicing processesAbility to review policies for accuracy and identify coverage discrepanciesStrong analytical, problem-solving, and organizational skillsAbility to manage multiple priorities and deadlines with minimal supervisionStrong communication and customer service skillsProficiency with agency management systems (AMS) and carrier technology platformsStrong attention to detail and commitment to quality standardsProficient 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 & ExperienceHigh school diploma or GED required. Relevant experience may be considered in lieu of formal education requirements.Active Property & Casualty (P&C) insurance license required or able to obtain license within 60 days.Minimum of two (2) years of commercial insurance experience or interest.Work Schedule & EnvironmentThis 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)CompensationSalary Range: $51,000.00 - $57,000.00 per year dependent on experienceBenefitsMedical, dental, and vision insuranceFSA (traditional & dependent care)Supplemental insurance options (STD, LTD, Life/AD&D, LTC)401(k) with Safe Harbor employer contributionPTO, floating holidays, sick leave, and paid holidaysPaid leave programs (jury duty, parental, volunteer, disability)Employee Assistance Program & discount programsDesignation course reimbursement