Customer Service Specialist Property and Casualty

Job Title

Key Responsibilities:

• Respond to customer policy inquiries via phone, email, and other communication channels.
• Collect and process payments accurately and in compliance with agency standards.
• Perform proactive outreach to policyholders for renewals, retention, and remarketing opportunities, with demonstrated ability to influence retention outcomes through quoting strategy and carrier selection.
• Handle inbound and outbound calls with policyholders and insurance carriers to resolve issues, negotiate and coordinate across multiple carriers simultaneously, and provide updates.
• Independently quote insurance policies across multiple carriers (approximately 1520+) using rater systems and carrier portals, evaluate coverage options, and make informed placement decisions based on risk, pricing, and retention strategy.
• Manage and retain accounts within an independent agency environment, including navigating multiple carrier appetites and underwriting considerations.
• Assist with remarketing efforts to retain customers and improve satisfaction.
• Complete administrative duties, including data entry, document management, and updating customer records in agency systems.
• Collaborate with team members to meet service level agreements and retention goals.

Qualifications:

• Insurance license (Property & Casualty) or willingness to obtain within a specified timeframe. Preference given to candidates with existing license.
• Prior experience in customer service, with strong preference for candidates coming from an independent insurance agency environment handling multiple carriers.
• Demonstrated proficiency using rater systems and managing high?volume, multi?carrier quoting workflows.
• Strong communication skills (verbal and written) and ability to handle high-volume calls.
• Proficiency in agency management systems (e.g., AMS360, Salesforce) and rater/quoting platforms used to manage and compare multiple carriers simultaneously.
• Ability to multitask, prioritize, and work in a fast-paced environment.

Key Competencies:

• Customer-focused mindset with strong problem-solving skills.
• Strong insurance placement judgment, retention?driven quoting skills, and comfort making coverage and carrier decisions with limited oversight.
• Ability to operate effectively within an independent agency model that differs from captive environments
• Attention to detail and accuracy in handling transactions.
• Team-oriented with a proactive approach to achieving goals.

EEO Statement: EOE including disability/veteran