Customer Service Advisor/Customer Service Associate

Job Title: Personal Lines Insurance Customer Service Representative (CSR) – New Hire

Department: Policyholder Services

Employment Type: Full-Time

Job Summary

We are seeking a motivated, detail-oriented Personal Lines Insurance Customer Service Representative to join our growing team. As the primary point of contact for our policyholders, you will deliver exceptional service by managing daily inquiries regarding individual insurance products, including homeowners, auto, renters, and umbrella insurance policies. This entry-to-junior level position is designed for a new hire ready to master personal lines coverages, handle client accounts with accuracy, and build long-term trust with our customers.

Core Responsibilities

• Manage Client Inquiries: Answer high-volume incoming phone calls, emails, and chat messages regarding policy coverages, limits, and deductibles.
• Process Policy Endorsements: Execute accurate modifications to existing accounts, such as adding drivers, swapping vehicles, and updating home details.
• Resolve Billing Issues: Process premium payments, resolve payment discrepancies, and explain billing schedules or rate changes to clients.
• Provide Quotes & Cross-Sell: Generate premium quotes for existing clients looking to add new personal lines products, passing complex sales leads to licensed agents.
• Assist with Claims Routine: Provide initial support during claim reporting, gather basic loss information, and route policyholders to the dedicated claims adjusting team.
• Document System Interactions: Maintain detailed, precise records of all customer interactions and coverage changes in the Agency Management System (AMS).
• Review Renewals: Identify coverage gaps during annual policy renewals and proactively advise clients on coverage updates.

Qualifications

• Education: High School Diploma or GED required; Associate or Bachelor’s degree preferred.
• Licensing: Active Property and Casualty (P&C) Line of Authority Insurance License preferred, or the ability to successfully obtain the license within 30 to 60 days of hire (company-sponsored).
• Experience: 1–2 years of experience in customer service, administrative support, retail, or call center environments. Prior insurance experience is a plus but not mandatory.
• Background Check: Must pass a standard corporate background screening and regulatory licensing check.