Insurance Customer Service Representative

Job Description

Position Overview

A well-established, values-driven insurance agency in Central Florida is seeking a Commercial Customer Service Representative (CSR) to join its commercial lines team. This is a vital client-facing role that supports both new and existing commercial clients, while ensuring smooth daily operations. The ideal candidate will have strong communication skills, be detail-oriented, and bring experience in commercial insurance servicing. This role supports account managers and leadership, and is the first point of contact for many commercial clients.

Key Responsibilities

New Business Processing

• Handle and organize incoming commercial insurance leads
• Assist in collecting underwriting data and client documents
• Prepare application submissions for quoting and proposal stages
• Collaborate with carriers and account managers throughout the quoting process

Client Support & Service

• Respond to client inquiries via phone and email with professionalism and care
• Process endorsements, policy changes, and updates efficiently
• Issue and manage Certificates of Insurance (COIs) in a timely manner
• Support billing inquiries and facilitate communication with carriers on claims

Policy Renewals

• Collect renewal data and assist with re-marketing efforts
• Update client files and prepare documentation for account reviews
• Help coordinate renewal meetings and client outreach

Administrative Compliance

• Maintain accurate records in the agency's management system (AMS)
• Ensure documentation meets regulatory and internal standards
• Adhere to agency procedures to support E&O compliance

Candidate Profile

• Required:1-2+ years of experience in insurance (commercial preferred)
• Florida 4-40 or 2-20 insurance license, or willingness to obtain
• Proven ability to issue COIs, process policy changes, and handle client communication
• Familiarity with agency management systems such as HawkSoft, EZLynx, or Applied
• Strong attention to detail and multitasking capabilities

Preferred: Bilingual (English/Spanish) a plus

• Knowledge of commercial coverages (General Liability, Workers Comp, BOP, Auto, Umbrella)
• Previous experience specifically supporting commercial lines accounts