Senior Customer Service Rep

** Company Overview
** FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations.

When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates.
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* Position Summary:

** The
** Underwriter Associate CL - I
** provide high-quality, concierge-level service to insureds and agents by managing various servicing functions across small to mid-sized commercial accounts. The role is responsible for handling incoming calls and tasks both including service requests, renewals, billings, cancellations, setting up new business, and providing timely communication and updates to all clients. The Underwriter Associate CL-I plays a vital role in delivering accurate and efficient support across the policy lifecycle, while ensuring service standards and regulatory compliance are met.
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* Essential Duties and Responsibilities:

*** Receive incoming phone calls and service tasks regarding:  + Policy document requests  + Billing inquiries  + Renewal reviews  + Claims  + Cancellation Inquiries  + Reinstatement Inquiries
* Locate new or renewal policies in the system, review for accuracy, and ensure timely delivery to policyholders.
* Communicate professionally with insureds, agents, and underwriters to:  + Confirm binding of policy renewals  + Provide billing and task updates  + Review potential cancellations and policy status  + Answer general coverage questions
* Provide support in identifying and assisting issues in new line quote submissions.
* Set up accounts in agency systems and process
** FNOS (First Notice of Service)
** and
** FNOS Renewal
** tasks accurately.
* Process insured-requested cancellations and conduct **“White Glove”
** pre-cancellation outreach to retain business and mitigate risk.
* Review policy expirations in advance of the renewal date and ensures timely communication with underwriters and clients.
* Support agents by preparing documents and handling service requests on their behalf.
* Intake claim information and initiate the reporting process with the carrier.
* Maintain proper documentation and tracking of all servicing tasks.
* Follow up on outstanding items and ensure all tasks are resolved within established timelines.
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* Competencies:

**
* ** Accountability:
** Owns outcomes and meets expectations with integrity.
* ** Client Service Orientation:
** Acts promptly and professionally to resolve client needs and improve satisfaction.
* ** Communication:
** Communicates clearly in verbal and written formats; bilingual (English/Spanish) preferred.
* ** Problem Solving:
** Gathers relevant information and proposes practical, timely solutions.
* ** Technical Acumen:
** Understands and applies technical knowledge of P&C insurance in client-facing discussions.
* ** Sales Insight:
** Applies consultative selling and identifies opportunities to offer additional value.
* ** Organization:
** Manages multiple priorities in a fast-paced environment while meeting deadlines.
* ** Professionalism:
** Exhibits respect, tact, and accountability under pressure.
* ** Team Support:
** Fosters collaboration and assists team members as needed.
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* Qualifications:

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* *
* Experience:

**  + Basic customer service experience and/or insurance experience.  + Prior call center or high-volume customer service experience is a plus.
* ** Licensing:**  + Not required
** Technical

Skills:

*** Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
* Experience with agency management systems such as EZLynx or similar platforms.
* Ability to operate office equipment: scanners, copiers, fax machines, calculators.
** Work Environment &

Physical Requirements:

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* *
* Work Schedule:

** Rotating shifts, with availability…