Job Description

Commercial Lines Customer Service Representative (CSR)

Hybrid

$45k-$75k (DOE)

Mechanicsburg, PA

Job Overview:

We are seeking a highly motivated and customer-focused Commercial Lines Customer Service Representative (CSR) to join our team. The ideal candidate will have experience in providing exceptional service to commercial insurance clients, handling day-to-day account management tasks, and ensuring smooth operations for policyholders. In this role, you will assist with policy renewals, endorsements, claims, and overall account servicing, ensuring clients receive the highest level of customer satisfaction. Our client works closely with the church and faith based non profits

Key Responsibilities:

• Client Account Management: Provide exceptional customer service by managing commercial insurance accounts and responding promptly to client inquiries via phone, email, or in-person. Maintain relationships with clients and ensure their insurance needs are met.
• Policy Servicing: Assist with policy changes, endorsements, cancellations, and renewals. Ensure policies are updated accurately and in a timely manner.
• Quote Preparation: Assist account managers and producers in obtaining quotes, preparing proposals, and presenting coverage options to clients.
• Claims Support: Serve as a liaison between clients and insurance carriers for claims-related inquiries. Assist clients through the claims process, ensuring they understand their coverage and help resolve any issues that may arise.
• Documentation & Compliance: Ensure all client records, documentation, and transactions are accurately recorded and comply with regulatory requirements and internal procedures.
• Premium Processing: Help with billing inquiries and premium collections. Ensure all premium payments are processed and any discrepancies are resolved quickly.
• Renewals & Retention: Assist in the renewal process, including gathering information, processing renewals, and ensuring timely follow-up with clients to maximize retention.
• Problem Resolution: Address and resolve customer service issues efficiently, ensuring client satisfaction while maintaining professionalism.
• Collaboration: Work closely with producers, account managers, and other team members to ensure clients’ needs are met and accounts are properly managed.
• Cross-Selling: Identify potential opportunities to cross-sell or up-sell additional commercial insurance products to existing clients.

Qualifications:

• Knowledge: Basic understanding of commercial insurance products, including general liability, property, workers' compensation, commercial auto, and professional liability.
• Customer Service Skills: Strong communication and interpersonal skills, with the ability to build and maintain positive relationships with clients and internal teams.
• Attention to Detail: Highly organized with the ability to manage multiple accounts, track policy details, and ensure accuracy in all aspects of account servicing.
• Problem Solving: Ability to identify and resolve customer issues promptly, with a focus on providing solutions that meet client needs.
• Technology Proficiency: Familiarity with insurance software, CRM systems, and Microsoft Office Suite (Excel, Word, Outlook).
• Insurance License: Active Property & Casualty Insurance license (or willingness to obtain if required by state/province regulations).

Preferred Skills:

APPLIED EPIC SYSTEM EXPERIENCE REQUIRED*

• Experience: Experience working with a variety of commercial clients, from small businesses to large enterprises.
• Time Management: Ability to handle multiple tasks and deadlines while maintaining high levels of accuracy.

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