Customer Service Representative

About the role

The Customer Service Representative supports clients and internal producer partners with day-to-day service needs across the full policy life cycle. This role focuses on responsive client support, accurate processing, and consistent documentation to deliver high-quality customer experience and protect E-and-O standards.

Responsibilities

• Serve as a primary point of contact for client service requests on assigned accounts
• Process policy changes and service requests including endorsements, evidence of insurance, ID cards, cancellations, reinstatements, and billing support with speed and accuracy
• Support the renewal process by confirming updated household and risk information, reviewing renewal documents for changes, and coordinating client communications to keep renewals on track
• Aid in new business onboarding by collecting required information, confirming coverage details, and coordinating policy issuance and delivery
• Prepare client-ready correspondence and basic coverage summaries, and help explain policy documents in a clear, practical way
• Maintain thorough, timely documentation and file hygiene within the agency management system, including notes, activities, attachments, and required fields
• Track open items, follow up with carriers and clients, and manage multiple priorities with strong organization and follow through
• Partner with producers and account managers to identify rounding and cross-sell opportunities and improve retention through proactive service
• Stay current on carrier requirements and workflow expectations impacting personal property and casualty accounts
• Consistently timely, accurate service delivery with minimal rework
• On-time renewals supported by complete information gathering and strong follow through
• Clean documentation and compliance discipline that supports E-and-O best practices
• Strong client satisfaction and dependable internal partnerships with producers and account managers

Requirements

• Current Property and Casualty insurance license in good standing
• At least 3 years of experience in an independent insurance agency supporting property and casualty accounts
• Working knowledge of personal lines coverages, servicing workflows, and carrier processing requirements
• Strong organization and follow through across multiple concurrent deadlines
• Excellent written and verbal communication, with the ability to support clients professionally and efficiently
• High attention to detail and commitment to documentation, compliance, and E&O controls

Benefits

• A competitive and comprehensive benefits package, including flexible time off, 11 paid holidays, a 401(k) with 100% match on the first 4%, with immediate vesting, and medical, dental, and vision plan options with 90% employer paid.
• Tropolis’ Purpose Plan, an equity incentive program that lets you share in Tropolis’s long-term success through an equity pool that can grow over time.

Pay

Details about pay are not specified in the job posting.

Schedule

The work model is In office 5 days per week. Hybrid may be available for the right candidate. A remote-only position is not available.