Commercial Insurance Policy Manager

Insurance Customer Service Representative

About the Job:

We are seeking a highly skilled and experienced insurance customer service representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our clients, resolving issues, and ensuring that our clients receive the best possible experience.

Key Responsibilities:

• Client Communication & Frontline Support:
  • Serve as the first point of contact by answering inbound calls on the agency's main line; this may also include making outbound follow-up calls when necessary.
  • Handle approximately 17–20 phone calls per day, ranging from quick inquiries to more in-depth conversations.
  • Monitor and manage the shared service inbox, which is color-coded and collaboratively used by multiple team members.
  • Triage, flag, and forward incoming emails appropriately; long-term expectation is for the customer service representative to assess incoming correspondence, identify required actions, and assign or tag tasks independently.
  • Draft and send welcome emails to new clients.
  • Retrieve and forward necessary documents from insurance carriers to internal service staff.
  • Respond to client requests for certificates of insurance (COIs), additional insured endorsements, and proofs of insurance, ensuring accuracy and compliance.
• Policy Servicing & Endorsements:
  • Process a wide range of policy changes, including updates to addresses, names, business entities, or ownership structures.
  • Submit, track, and follow up on endorsements and miscellaneous changes, working closely with carriers and internal stakeholders.
  • Request and issue required auto filings as needed for commercial clients.
  • Manage Commercial Auto Policies:
    • Manage updates to commercial auto policies, including the addition or removal of drivers and vehicles.
    • Ensure all vehicle schedules are updated accurately in Veruna.
  • Billing, Payments & Compliance:
    • Accept and process direct bill payments with the highest level of discretion, compliance, and data security.
    • Maintain accurate logs of all financial transactions in the CRM and related systems.
    • Generate and send invoices via email and DocuSign one to two times per week.
    • Manage and process renewal invoices, confirmations, and direct bill (DB) cancellations.
    • Maintain organized logs for login credentials, endorsements, renewals, and cancellations.
  • Rewal Tracking & Support:
    • Track and monitor upcoming renewals, particularly for direct bill or automatic policy renewals.
    • Record and update renewal details—including effective dates and premiums—into the CRM system.
    • Upload and organize renewal documents (e.g., declarations pages, binders, ID cards) into both Veruna and Google Drive.
    • Communicate renewal statuses to clients and support retention efforts through proactive follow-ups.
    • Update certificate templates, contractor license boards (e.g., for Workers' Comp policies), and internal spreadsheets to reflect current policy information.
    • Coordinate with carriers such as Guard, Progressive, and Mercury to obtain renewal documents and ensure completeness of files.
  • Data Management & Documentation:
    • Collect and consolidate data from multiple insurance policies for processing and documentation.
    • Upload endorsements and supporting documents into Veruna and Google Drive with precision and consistency.
    • Regularly clean up and organize folders by archiving outdated certificates and ensuring file structures are up to date.
    • Assist in the creation, maintenance, and refinement of internal standard operating procedures (SOPs) related to service and policy workflows.

About Us:

We value work-life balance and provide opportunities for growth and development. We offer a competitive salary and benefits package, including health insurance, dental insurance, mental health insurance, and a bonus.

Requirements:

• A strong working knowledge of insurance operations, particularly in commercial lines.
• Familiarity with insurance terminology, policy documents, and servicing workflows.
• Excellent communication skills—both written and verbal—with the ability to handle client interactions professionally.
• Strong attention to detail, organizational skills, and the ability to prioritize in a fast-paced environment.
• Experience or exposure to construction or contractor insurance is a plus.
• Ideal candidates will be using Apple products (Mac, iPhone) and will be fluent in tools like Numbers, Pages, and iMessage for seamless collaboration.

Preferred Qualifications:

• CRM Systems: Experience with any commercial insurance CRM.
• Communication & File Sharing: iMessage, Numbers, Pages (preferred); flexibility to handle file compatibility across systems.
• Productivity Tools: G-Suite (Gmail, Google Drive, Docs, Sheets, Calendar).
• e-Signatures: DocuSign or similar tools.
• Project Tracking: Familiarity with spreadsheets and internal logging systems for tracking payments, endorsements, and renewals.