Customer Service Representative

Customer Service Representative

Tropolis is a leading national insurance brokerage focused on combining technology and data to drive growth, improve employee experience, and deliver exceptional customer service. Our mission, Insuring Tomorrow Together, reflects our commitment to being a trusted brokerage, embracing innovation, and building a collaborative culture with our agency partners, customers, carriers, and communities.

Role summary: The Customer Service Representative supports clients and internal producer partners with day-to-day service needs across the full policy life cycle. This role focuses on responsive client support, accurate processing, and consistent documentation to deliver high-quality customer experience and protect E-and-O standards.

Location: Northville, MI Work model: In office 5 days per week. Hybrid may be available for the right candidate. A remote-only position is not available.

What you will do:

• Serve as a primary point of contact for client service requests on assigned accounts
• Process policy changes and service requests including endorsements, evidence of insurance, ID cards, cancellations, reinstatements, and billing support with speed and accuracy
• Support the renewal process by confirming updated household and risk information, reviewing renewal documents for changes, and coordinating client communications to keep renewals on track
• Assist with new business onboarding by collecting required information, confirming coverage details, and coordinating policy issuance and delivery
• Prepare client-ready correspondence and basic coverage summaries, and help explain policy documents in a clear, practical way
• Maintain thorough, timely documentation and file hygiene within the agency management system, including notes, activities, attachments, and required fields
• Track open items, follow up with carriers and clients, and manage multiple priorities with strong organization and follow through
• Partner with producers and account managers to identify rounding and cross-sell opportunities and improve retention through proactive service
• Stay current on carrier requirements and workflow expectations impacting personal property and casualty accounts

Success looks like:

• Consistently timely, accurate service delivery with minimal rework
• On-time renewals supported by complete information gathering and strong follow through
• Clean documentation and compliance discipline that supports E-and-O best practices
• Strong client satisfaction and dependable internal partnerships with producers and account managers

Required qualifications:

• Current Property and Casualty insurance license in good standing
• At least 3 years of experience in an independent insurance agency supporting property and casualty accounts
• Working knowledge of personal lines coverages, servicing workflows, and carrier processing requirements
• Strong organization and follow through across multiple concurrent deadlines
• Excellent written and verbal communication, with the ability to support clients professionally and efficiently
• High attention to detail and commitment to documentation, compliance, and E&O controls

Nice to have Applied Epic experience Benefits Tropolis offers a competitive and comprehensive benefits package, including flexible time off, 11 paid holidays, a 401(k) with 100% match on the first 4%, with immediate vesting, and medical, dental, and vision plan options with 90% employer paid. Purpose Plan All eligible team members participate in Tropolis's Purpose Plan, an equity incentive program that lets you share in Tropolis's long-term success through an equity pool that can grow over time. Pre-employment testing and background checks Employment is contingent upon successful completion of any pre-employment testing required for the role and a satisfactory background check. This may include verification of licensing and credentials, employment history, and other checks consistent with applicable laws and business needs.