Property & Casualty Insurance Customer Service Representative

Position Overview

We are seeking an experienced Customer Service Representative to provide advanced customer service and support to internal staff and external clients across a suite of Property & Casualty insurance products.

The ideal candidate will have previous customer service and/or insurance experience, strong problem-solving abilities, and the ability to research and resolve complex client inquiries while maintaining a high level of professionalism.

Key Responsibilities

Customer Service & Client Support

• Provide advanced customer service and support to internal staff and external clients.
• Respond to inbound calls and place outbound calls as required by the business.
• Research and resolve client questions, concerns, and service issues.
• Identify, investigate, and research user questions and problems.
• Escalate unresolved issues to appropriate technical or professional personnel for follow-up.
• Diffuse client concerns and notify management of critical situations to ensure appropriate resolution.
• Maintain accurate documentation of all internal and external communications.
• Build and maintain positive, professional relationships with clients, insurance carriers, and internal/external business partners.

Property & Casualty Insurance Support

Provide support across a variety of Property & Casualty insurance products and services, including:

• Workers' Compensation
• ERISA
• Bonds
• Business Owner's Policies (BOP)
• Employment Practices Liability Insurance (EPLI)
• Other Property & Casualty products and services

Responsibilities include researching and resolving product and service issues and providing accurate information to internal and external clients.

Systems & Technical Support

• Assist users with technical products by answering questions and troubleshooting problems.
• Utilize multiple software applications, insurance carrier systems, and bureau websites to research and respond to client inquiries.
• Work with internal applications, including:
  • Human Resource Information Systems (HRIS)
  • Online Reporting Systems
• Maintain comprehensive knowledge of supported insurance products, systems, and internal/external processes.
• Stay current on changes to internal product offerings, systems, and procedures.

Process Improvement & Compliance

• Identify opportunities to enhance existing processes and procedures.
• Develop recommendations for new or improved processes and present them to management.
• Remain current on regulatory changes, policy updates, and insurance industry developments.
• Participate in assigned projects and required training.
• Perform additional duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years of customer service or insurance-related experience.
• Property & Casualty insurance experience strongly relevant to the position.
• Experience supporting Workers' Compensation, BOP, EPLI, bonds, or related commercial insurance products is a plus.
• Strong customer service and client relationship skills.
• Strong research, investigation, and problem-solving abilities.
• Ability to manage and de-escalate complex customer concerns.
• Ability to navigate multiple software applications and online systems.
• Strong verbal and written communication skills.
• Ability to accurately document customer interactions and resolutions.
• Ability to work effectively with clients, insurance carriers, and internal business partners.