Commercial Lines Customer Service Representative

Job Description

Job Description

Position Overview

We are seeking a highly analytical and strategically minded Commercial Lines Customer Service Representative  to oversee and elevate our business insurance portfolio. In this modern, digital-first role, you will serve as the primary advisor to our commercial clients, balancing elite customer service with rigorous technical expertise.

Rather than executing simple administrative tasks, you will own the end-to-end lifecycle of our commercial accounts—navigating complex risk environments, interpreting intricate policy language, and executing smart financial re-rating strategies.

Work Environment: This position leverages a modern workflow. Nearly all client consultations, strategy sessions, and annual reviews are conducted virtually, allowing you to maximize efficiency and client touchpoints.

Key Responsibilities

1. Policy Mastery & Contractual Interpretation

• Analyze and Apply Policy Language: Dive deep into complex insurance contracts, endorsements, and exclusions. You will be expected to precisely interpret and apply contractual language to ensure clients are accurately covered and claims exposures are minimized.
• Risk Advisory: Guide commercial clients through critical coverage adjustment decisions, translating dense policy terminology into clear, actionable business insights.

2. Portfolio Retention & Renewal Strategy

• End-to-End Renewal Management: Proactively manage the renewal timeline for a diverse book of commercial business, ensuring seamless transitions and zero gaps in coverage.
• Carrier Advocacy: Act as the vital bridge between the client and the carrier, ensuring that all policies align perfectly with underwriting guidelines and carrier appetite.

3. Repricing, Requoting & Financial Stewardship

• Market Analysis & Requoting: Master the requoting process. When market conditions or risk profiles shift, you will aggressively shop the market, leverage carrier relationships, and present optimal alternative solutions.
• Protect the Business Integrity: Understand the mechanics of insurance repricing. You will ensure that policy adjustments, premium calculations, and exposure bases are mathematically sound, protecting the insurance company’s underwriting integrity while maintaining client satisfaction.

What We Are Looking For

• The Technical Eye: A professional who doesn't just skim a policy but genuinely understands the legal and operational weight of contractual language.
• The Process Champion: Deep familiarity with the commercial insurance lifecycle, specifically the workflows behind mid-term adjustments, complex renewals, and multi-market requoting.
• Digital Fluency: Comfort and professionalism in a virtual-first environment, with the ability to build strong, trusting client relationships over screen-shares and video consultations.
• Analytical Mindset: The ability to look at premium increases, analyze the root cause (loss history, market hardening, exposure changes), and strategically re-price or re-market the account accordingly.

Education & Licensing

• Property & Casualty (P&C) License: Having an active P&C license is strongly preferred but not strictly required to apply. We welcome sharp professionals with strong transferable insurance or legal experience who are willing to obtain their credentials.
• Advanced Specializations (Major Plus): Holding advanced licenses, certifications, or professional designations within the P&C field that demonstrate a higher degree of technical mastery—such as a CPCU (Chartered Property Casualty Underwriter), CIC (Certified Insurance Counselor), or CRM (Certified Risk Manager)—is considered a significant asset and will be highly valued.