Insurance Customer Service Representative

Position Overview

We are seeking an experienced Commercial Lines Customer Service Representative to support a commercial insurance team with account servicing, renewals, quoting, underwriting coordination, and client relationship management.

This role is ideal for a highly organized insurance professional who can manage multiple accounts and deadlines while maintaining accurate records, communicating proactively, and identifying opportunities to expand existing and prospective business.

Key Responsibilities

• Prepare commercial account renewal information approximately 90 days before policy expiration, including prior-term policies, coverage details, loss information, quotes, and other necessary account data.
• Follow up approximately 60 days before renewal to obtain outstanding information and ensure accounts are ready for the marketing process.
• Coordinate with the account team to have renewal proposals and binding materials prepared at least 7 days before expiration, while documenting any accelerated deadlines.
• Communicate with carriers, MGAs, wholesalers, and underwriters regarding quotes, binders, endorsements, policy changes, and outstanding requirements.
• Resolve underwriting questions, gather additional information, and promptly escalate issues that could affect renewals or coverage.
• Obtain and assist with commercial insurance quotes for new and renewal business using approved markets and quoting platforms.
• Maintain complete and accurate client, policy, coverage, premium, carrier, quote, application, and renewal information within the agency management system.
• Process authorized client payments and ensure they are properly recorded and applied to the correct account and policy.
• Document calls, emails, texts, client conversations, underwriting communications, and follow-up activities, including actions taken and next steps.
• Provide responsive, professional service while developing strong relationships with existing clients.
• Support new commercial business by gathering underwriting information, assisting with applications, obtaining quotes, and following up on submissions.
• Encourage client referrals and demonstrate appreciation for existing business.
• Track issued renewal, new business, and cross-sold policies for production reporting.
• Identify additional insurance needs and cross-selling opportunities among existing clients.
• Request policy expiration information from prospective customers and maintain appropriate follow-up on potential new business.
• Consistently manage assigned tasks through completion and escalate obstacles before they create service or renewal issues.

Required Qualifications

• At least 3 years of commercial insurance customer service experience.
• Active Property & Casualty insurance license.
• Working knowledge of commercial insurance policies, coverages, endorsements, applications, and terminology.
• Strong organizational and time-management abilities.
• Proven ability to manage multiple accounts, priorities, and deadlines.
• Excellent attention to detail and accuracy.
• Strong written and verbal communication skills.
• Professional communication skills when working with clients, account teams, carriers, MGAs, and underwriters.
• Strong customer service and relationship-building abilities.
• Comfortable working independently while following established procedures and direction.
• Strong computer skills and familiarity with agency management systems.

Preferred Qualifications

• Experience identifying cross-selling opportunities within existing commercial accounts.
• Experience supporting new business development and prospect follow-up.
• Experience working directly with carriers, MGAs, wholesalers, and commercial underwriters.
• Experience with insurance agency management and quoting systems.

Key Skills Required

• Commercial Insurance Account Servicing
• Renewal & Deadline Management
• Underwriting and Carrier Communication
• Commercial Quoting
• Customer Relationship Management
• Policy Documentation & Data Accuracy
• Cross-Selling and Business Development

Pay: $52,000.00 - $60,000.00 per year

Work Location: In person