Senior Customer Service Representative
1 week ago
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.
Client Service & Support
- 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.
Policy Administration
- 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.
Claims Support
- 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.
Team & Operational Support
- 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.
Customer Experience & Retention
- 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.
Required Qualifications
- Valid Florida 4-40 Customer Representative License.
- 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, AMS360, QQ, Hawksoft) preferred.
- Excellent communication, problem-solving, and organizational skills.
- Ability to work independently, prioritize tasks, and manage high-volume workloads.
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