Customer Service Representative –

Customer Service Representative – Personal & Commercial Lines

Reports To:
Personal Lines Supervisor & Commercial Lines Supervisor

Basic Function:
Provides efficient, professional, and courteous service to both Personal and Commercial Lines clients of the agency. Responsibilities include handling all aspects of service for a wide range of policy types, ensuring high-quality client support, retention, and cross-sell opportunities across both lines of business.

Key Responsibilities:

• Receive and record all client information necessary to process applications for new business, renewals, cancellations, and endorsements across both Personal and Commercial Lines.

• Compile coverage and rating information; research insurer underwriting criteria, coverage options, and premium data to provide clients with the best proposals.

• Maintain in-force files, process endorsements, and prepare policy renewals in a timely and accurate manner.

• Actively account-sell additional policies on existing accounts and consistently ask for referrals.

• Identify and forward personal insurance prospects to commercial producers and vice versa when cross-sell opportunities are present.

• Inform all clients of the agency’s Life Insurance Profit Center and assist in referring prospects to the appropriate department.

• Type binders and applications for insurance when necessary.

• Prepare agency billings when insurer does not direct bill; handle premium financing as required.

• Review policy expiration notices and follow up on non-renewed or cancelled policies; make all reasonable efforts to retain business.

• Contact clients on Notices of Cancellation and assist in keeping coverage in force.

• Type (or transcribe) general correspondence and maintain organized correspondence files.

• Provide support and assistance to clients with questions, concerns, or policy servicing needs, promoting agency goodwill.

• Uphold professionalism at all times and take full ownership of assigned responsibilities.

• Comply with all processing timelines and agency procedures (e.g., submissions, marketing, renewals).

• Perform other specific duties as assigned.

Minimum Qualifications:

• At least one (1) year of experience in insurance service, underwriting, rating, or as an Assistant CSR preferred.

• Previous claims experience a plus.

• Familiarity with both Personal and Commercial Lines insurance products and procedures.

License Requirements:

• Possession of a current Property & Casualty Insurance License is required.