Sr Client Service Representative

New York 580 Fifth Avenue Suite 715A New York, NY 10036, USA

Serve with impact. As a Senior Client Service Representative, you’ll be a trusted partner to clients and producers, delivering exceptional service across a complex book of business. You’ll guide junior staff through mentorship, manage renewals with accuracy and care, and respond to daily client needs with professionalism and expertise. In this role, you’ll handle policy changes, maintain precise documentation, ensure regulatory compliance, and support producer partners in meeting client expectations.

With strong communication skills and deep insurance knowledge, you’ll help create a streamlined, client‑focused experience that strengthens relationships and elevates service quality.

Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward‑thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.

As a technology focused organization, we embrace cutting‑edge tools and data‑driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.

We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people.

• Move fast and embrace change
• Always look for better ways
• Grow, thrive, and help shape what’s next

Join us and be part of a culture where you can make an impact while building your future.

• Training and Mentorship: Mentor and coach junior CSR staff, providing training, feedback, and professional development opportunities to enhance team performance and service delivery
• Renewal Facilitation: Retain clients by building strong relationships and ultimately becoming a strategic business partner. In collaboration with producer partners, coordinates and facilitates policy renewals, ensuring timely and accurate completion of renewal processes for complex accounts and/or a larger book of business. Communicates with clients regarding renewal options, premiums, and any necessary updates or changes to their policies.
• Producer Support: Provide assistance to specific 1099 producers as needed, supporting their client service and sales activities. Collaborate with producers to understand client needs and preferences, offering support in meeting client expectations.
• Client Support: Ensure client satisfaction by delivering high‑quality service and resolving issues in a timely manner. Address daily client inquiries, concerns, and issues promptly and effectively, either independently or in coordination with producers. Assist clients with policy‑related questions, coverage inquiries, claims assistance, and other service‑related matters.
• System and Policy Compliance: Maintain accurate client records, policy documentation, and renewal schedules. Process policy endorsements, amendments, and other administrative tasks accurately and efficiently. Assist with maintaining compliance with industry regulations and agency standards.
• Process Improvement: Identify opportunities for process improvement and contribute ideas to enhance operational efficiency and client service delivery. Contribute to the development and implementation of client service standards, best practices, and performance metrics, fostering a culture of continuous improvement and excellence.
• Confidentiality: Maintain strict confidentiality in handling client information and adhere to all privacy regulations and protocols.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent; additional education is a plus.
• 4+ years of experience in insurance client service, support, or related roles preferred, with a track record of…