Personal Lines Customer Service Representative

Position Overview The Personal Lines Customer Service Representative (CSR) supports the clients and internal producer partners with day-to-day service needs across the full policy life cycle. This role focuses on responsive client support, accurate processing, and consistent documentation to deliver high-quality customer experience and protect E-and-O standards. To help maintain an organized and welcoming office environment, light day-to-day office support will be required as needed. Job Title:  Personal Lines Customer Service Representative

Location:
Northville, MI Employment Type:  Hybrid: In-office four days per week What You Will Do
• Serve as a primary point of contact for client service requests on assigned accounts
• Process policy changes and service requests including endorsements, evidence of insurance, ID cards, cancellations, reinstatements, and billing support with speed and accuracy
• Assist with new business onboarding by collecting required information, confirming coverage details, and coordinating policy issuance and delivery
• Prepare client-ready correspondence and basic coverage summaries, and help explain policy documents in a clear, practical way
• Maintain thorough, timely documentation and file hygiene within the agency management system, including notes, activities, attachments, and required fields
• Track open items, follow up with carriers and clients, and manage multiple priorities with strong organization and follow through
• Partner with producers and account managers to identify rounding and cross-sell opportunities and improve retention through proactive service
• Stay current on carrier requirements and workflow expectations impacting property and casualty accounts
• Answer the main office phone line, greet callers professionally, and direct calls or take messages for the appropriate team members
• Receive, sort, distribute, and prepare incoming and outgoing mail and packages, ensuring items are routed to the appropriate recipients
• Provide light day-to-day office support as needed to help maintain an organized and welcoming office environment What Success Looks Like
• Consistently timely, accurate service delivery with minimal rework
• On-time renewals supported by complete information gathering and strong follow through
• Clean documentation and compliance discipline that supports E-and-O best practices
• Strong client satisfaction and dependable internal partnerships with producers and account managers Qualifications Requirements
• Current Property & Casualty insurance license in good standing
• At least 3 years of experience in an independent insurance agency supporting property and casualty accounts
• Working knowledge of personal lines coverages, servicing workflows, and carrier processing requirements
• Strong organization and follow through across multiple concurrent deadlines
• Excellent written and verbal communication, with the ability to support clients professionally and efficiently
• High attention to detail and commitment to documentation, compliance, and E&O controls Nice To Have
• Experience with Applied Epic or a comparable agency management system. Compensation & Benefits At Tropolis, we prioritize our employees' well-being and financial security. Our comprehensive benefits package includes:
• Health, dental, and vision insurance for employees and their families
• Short-term and long-term disability insurance for financial protection
• 401(k) with employer matching to invest in your future
• Flexible time off (FTO) to take the time you need
• Employee ownership through the Tropolis Purpose Plan, giving every employee a stake in our collective success Compensation Pay Range: $50,000-$57,000 Work Arrangement
• Hybrid: In-office four days per week