Customer Service Insurance CSR

Job Description

We are seeking a professional, organized, and customer-focused Property & Casualty Insurance Customer Service Representative (CSR) to join our insurance agency. The ideal candidate will provide exceptional service to personal and commercial insurance clients, assist with policy servicing, process policy changes, obtain insurance quotes, and maintain accurate client records.

The successful candidate must have strong communication and organizational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high level of professionalism. Previous experience working in an independent insurance agency and familiarity with carrier portals and agency management systems are highly desirable.

Benefits

• Mon-Fri Schedule

Responsibilities

Customer Service & Client Relations

Serve as a primary point of contact for clients regarding insurance policies, coverage questions, billing inquiries, and general service requests.

Respond promptly and professionally to telephone calls, emails, and other client communications.

Build and maintain positive relationships with clients, insurance carriers, underwriters, and company representatives.

Provide timely follow-up on outstanding requests, policy issues, and client concerns.

Deliver a high level of customer service while maintaining confidentiality and professionalism.

Policy Servicing & Administration

Process policy endorsements, changes, cancellations, reinstatements, and renewals as authorized.

Request and review policy documents, declarations pages, certificates of insurance, and other insurance-related documentation.

Assist with new business applications, renewal applications, and supporting documentation.

Prepare certificates of insurance and evidence of property insurance in accordance with agency procedures and applicable requirements.

Maintain accurate and up-to-date client files, policy records, and documentation in the agency management system.

Monitor renewal dates, pending requests, outstanding information, and follow-up activities.

Property & Casualty Insurance Support

Assist with servicing personal lines policies, including homeowners, dwelling fire, condominium, renters, automobile, and personal umbrella insurance.

Assist with commercial lines policies, including commercial property, general liability, business owners policies (BOP), commercial automobile, workers’ compensation, and commercial umbrella coverage.

Obtain quotes from insurance carriers and assist with preparing proposals and renewal comparisons.

Review policy information for accuracy and identify discrepancies requiring correction or clarification.

Communicate with insurance carriers regarding underwriting requirements, inspections, loss runs, renewals, and outstanding documentation.

Assist clients in understanding policy terms, limits, deductibles, exclusions, and endorsements, referring coverage determinations to the appropriate licensed insurance professional when necessary.

Assist with claims reporting and direct clients to the appropriate carrier claims department when needed.

Renewal & New Business Support

Assist in preparing renewal submissions and gathering updated information from clients.

Follow up on outstanding applications, signatures, supplemental forms, inspections, and underwriting requirements.

Support the agency's efforts to retain existing clients and identify opportunities for additional coverage, referring those opportunities to a licensed producer as appropriate.

Coordinate with producers to ensure applications and supporting documents are submitted accurately and within required deadlines.

Compliance & Office Administration

Follow agency procedures, insurance carrier guidelines, and applicable state insurance regulations.

Maintain complete and organized electronic and paper files.

Protect confidential client information and follow applicable data security and privacy procedures.

Ensure documentation and service activities are recorded accurately in the agency management system.

Perform additional administrative and customer service duties as assigned.

Requirements

Previous experience in a Property & Casualty insurance agency or insurance customer service role preferred.

Active Property & Casualty insurance producer license preferred; licensing requirements depend on assigned duties and applicable state law.

Knowledge of personal lines and/or commercial lines insurance products.

Familiarity with insurance carrier websites, quoting platforms, and agency management systems. (AMS & PL Rater)

Strong verbal and written communication skills.

Excellent organizational skills and attention to detail.

Ability to prioritize tasks, meet deadlines, and manage multiple client requests.

Proficiency in Microsoft Office, email, and general computer applications

Professional telephone etiquette and a customer-focused attitude.

Ability to work independently and collaboratively as part of a team.

Preferred Skills

Experience with new business submissions, renewals, endorsements, and certificates of insurance.

Familiarity with commercial insurance applications and supplemental underwriting forms.

Experience communicating with insurance carriers and underwriters.

Ability to identify missing information and resolve routine policy servicing issues.

Strong problem-solving skills and a proactive approach to client service.

Key Performance Expectations

The Property & Casualty Insurance CSR is expected to:

Respond to client inquiries within established agency service standards.

Process policy service requests accurately and efficiently.

Maintain complete and current client records.

Follow up consistently on outstanding requests and underwriting requirements.

Support timely renewal processing and new business submissions.

Maintain positive client relationships and contribute to overall client retention.

Demonstrate accountability, professionalism, and teamwork.

Salary commensurate with experience