Commercial Lines Customer Service Representative

Position Overview
We are seeking an experienced Commercial Lines Customer Service Representative to support a busy commercial insurance operation. This position requires prior commercial insurance experience due to the complexity and volume of the commercial book of business.
The successful candidate will be comfortable working in a high-volume fast-paced office environment where multiple accounts deadlines and competing priorities must be managed simultaneously. Strong attention to detail accuracy organization and the ability to work efficiently under pressure are essential.
The role supports commercial accounts throughout the policy lifecycle including renewals quoting underwriting coordination policy servicing client communication and new business activities.
Key Responsibilities

• Manage commercial insurance servicing activities across a high-volume book of business while maintaining accuracy and timely follow-through.
• Begin renewal preparation approximately 90 days before policy expiration by assembling coverage information prior policy details loss information quotes and other required documentation.
• Follow up approximately 60 days before renewal to collect missing information and keep accounts on schedule for marketing.
• Coordinate with the account team to complete renewal proposals and binding documentation at least seven days before expiration including managing accounts with accelerated deadlines.
• Communicate regularly with insurance carriers MGAs wholesalers and underwriters regarding quotes endorsements binders policy changes and outstanding requirements.
• Address underwriting questions obtain additional documentation and escalate issues that could jeopardize coverage or renewal timelines.
• Assist with commercial insurance quoting for both new and renewal business using designated markets and quoting platforms.
• Maintain accurate and complete records for clients policies premiums coverages carriers applications quotes and renewals in the agency management system.
• Process authorized customer payments and verify that transactions are accurately recorded and applied.
• Document client and underwriting communications including calls emails texts follow-up activities actions completed and outstanding next steps.
• Deliver timely professional service while building and maintaining strong client relationships.
• Support new commercial business by collecting underwriting information preparing or assisting with applications securing quotes and monitoring submissions through completion.
• Identify opportunities for additional coverage and cross-selling within existing commercial accounts.
• Support referral development and maintain consistent follow-up with prospective commercial clients.
• Track new renewed and cross-sold policies for production reporting.
• Manage assigned responsibilities from initiation through completion and proactively escalate obstacles before they affect client service coverage or renewal deadlines.

Required Qualifications

• Minimum of 3 years of commercial insurance customer service experience.
• Prior commercial insurance experience is mandatory; candidates without commercial insurance experience will not meet the requirements for this position.
• Active Property & Casualty insurance license.
• Solid knowledge of commercial insurance policies coverages endorsements applications and industry terminology.
• Demonstrated ability to perform effectively in a high-volume fast-paced office environment.
• Proven ability to manage multiple commercial accounts competing priorities and time-sensitive deadlines simultaneously.
• Strong organizational and time-management capabilities.
• Excellent accuracy and attention to detail including when working under tight deadlines.
• Strong written and verbal communication skills.
• Professional communication skills when interacting with clients internal account teams carriers MGAs wholesalers and underwriters.
• Strong customer service and relationship-management abilities.
• Ability to work independently follow established processes and efficiently move assigned work through completion.
• Strong computer proficiency and experience working with insurance agency management systems.

Preferred Qualifications

• Experience identifying cross-selling opportunities within established commercial accounts.
• Experience assisting with commercial new business development and prospect follow-up.
• Direct experience communicating with carriers MGAs wholesalers and commercial underwriters.
• Experience using insurance agency management and commercial quoting platforms.

Key Skills Required

• Commercial Insurance Account Servicing
• High-Volume Account Management
• Multi-Priority and Deadline Management
• Renewal Coordination
• Commercial Insurance Quoting
• Underwriting and Carrier Communication
• Policy Documentation and Data Accuracy
• Client Relationship Management
• Cross-Selling and Business Development
• Organization and Attention to Detail