Personal Lines Insurance CSR (Inbound Calls-Experience required)

Position Overview

We are seeking a customer-focused Personal Lines Insurance CSR to provide exceptional service to policyholders through both phone and administrative support. While this role involves regular inbound phone interactions, it is not a high-volume call center position. The ideal candidate is comfortable handling approximately 20-25 inbound calls per day while efficiently managing policy servicing tasks, client communications, and agency workflows.

Key Responsibilities
*Inbound Customer Service (Primary Focus)
*Serve as the primary point of contact for policyholders, handling inbound calls with professionalism, empathy, and accuracy.
*Assist clients with questions regarding coverage, billing, policy changes, renewals, and general insurance inquiries.
*Provide prompt and accurate resolutions while delivering an outstanding customer experience.
*Document all call details, requests, and follow-up actions in the agency management system immediately after each interaction.
*Manage an average of approximately 20-25 inbound calls per day while maintaining service quality and responsiveness.
Client Follow-Up & Outbound Communication
*Make outbound calls as needed to:
*Obtain missing documentation
*Process payment
Follow up on policy changes
*Confirm renewals
*Resolve client concerns
*Communicate with clients via phone, email and text to ensure timely completion of servicing requests.
Personal Lines Policy Servicing
Process policy changes, including:
*Adding or removing vehicles
*Adding or removing drivers
*Address updates
*Mortgagee/lienholder changes
Other endorsements and policy modifications
*Issue ID cards, Evidence of Insurance, and other policy documents as requested.
*Assist clients with billing inquiries and payment-related concerns.
*Submit endorsements and service requests through carrier portals and email.
*Review and prioritize incoming emails, voicemails, and service tasks.
*Maintain accurate and up-to-date client records within the agency management system.
Required Qualifications
Minimum 1–2 years of experience in Personal Lines insurance servicing (Auto and Home Insurance).
Experience handling inbound customer calls in an insurance, customer service, or agency environment.
Strong phone communication skills with the ability to build rapport and confidently assist clients.
Familiarity with carrier portals such as Progressive, Travelers, Safeco, Nationwide, The Hartford, and similar carriers.
Excellent spoken and written English.
Strong organizational skills, attention to detail, and ability to manage multiple tasks simultaneously.
Ability to work independently and maintain accuracy in a fast-paced agency environment.
Preferred Qualifications
Experience working in an independent insurance agency.
Experience with agency management systems.
Previous remote insurance servicing experience.
Success in This Role

The ideal candidate enjoys helping clients, communicates confidently by phone, and can balance inbound customer service with policy servicing responsibilities. This position is best suited for someone who is comfortable spending a significant portion of their day on the phone while also managing administrative insurance tasks efficiently and accurately.


Benefits
*13th month
*Healthcare after 90 days
*Vacation
*US Holidays off with pay