Insurance Service Representative

We are seeking a seasoned insurance service professional to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our clients, handling inbound and outbound calls, and resolving client inquiries in a timely and professional manner.

• 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 Insurance CSR 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
      • Reneal 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
        Requirements:
        • 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 HUGE plus
        • Ideally using Apple products (Mac, iPhone) and are fluent in tools like Numbers, Pages, and iMessage for seamless collaboration.
        Perks:
        • 13th Month Bonus
        • Permanent work-from-home / remote set-up
        • Health insurance
        • Mental health insurance
        • Growth opportunity
        • Performance-based raises
        • Prizes and bonuses