Senior Customer Service Representative

Position Summary

The Senior Customer Service Representative supports the daily operations of the agency by providing advanced customer service, policy support, and account management. This role acts as a primary point of contact for clients, resolves complex inquiries, assists with policy changes, and ensures exceptional service delivery while maintaining compliance with state and carrier requirements.

• Serve as the main contact for policyholders, delivering high-quality service via phone, email, and in-person interactions.
• Handle complex customer inquiries related to coverage, billing, claims, renewals, and endorsements.
• Assist clients with policy changes, cancellations, reinstatements, and general account updates.
• Review client accounts to ensure accuracy and identify gaps in coverage or service needs.

• Process endorsements, certificates of insurance, evidence of insurance, bind requests, and other policy documentation.
• Support new business and renewal processes by gathering required information and preparing applications.
• Verify policy accuracy, rating information, and carrier guidelines prior to final processing.
• Coordinate with insurance carriers on underwriting requirements, coverage questions, and policy adjustments.

• Guide clients through the claims filing process and provide follow‑up as needed.
• Act as a liaison between carriers, adjusters, and policyholders to ensure timely updates.

• Provide guidance and support to junior CSRs and team members.
• Assist in workflow improvement, procedure updates, and best‑practice implementation.
• Maintain compliance with all state regulations, company policies, and carrier requirements.

• Build strong client relationships through responsive service and proactive communication.
• Identify opportunities for cross‑selling or up‑selling appropriate P&C products (within 4‑40 license permissions).
• Support retention efforts by reviewing renewal options and assisting in remarketing when needed.

• 3–5+ years of customer service or account management experience in a Property & Casualty insurance environment.
• Strong knowledge of personal lines and/or commercial lines insurance products, coverage forms, and terminology.
• Proficiency with insurance management systems (e.g., Applied Epic, AMS
  360, QQ, Hawksoft) preferred.
• Excellent communication, problem‑solving, and organizational skills.
• Ability to work independently, prioritize tasks, and manage high‑volume workloads.

Mid‑Senior level

Full‑time

Customer Service

Insurance