Customer Service Specialist Property and Casualty

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 15-20+) 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