The Role
Position Summary
As our Customer Service Representative | Client Service Specialist, you will provide day-to-day support to clients, Account Managers, and the Producer. You will handle routine policy service requests, maintain accurate client records, communicate with carriers, gather information, and follow service items through to completion while learning both Personal and Commercial Lines insurance.
What You’ll Do
- Respond to incoming client calls, emails, and service requests with friendly, professional, and responsive service.
- Assist with routine policy questions, documents, billing information, claims resources, and outstanding service requests.
- Process routine policy changes and endorsements, including vehicles, drivers, properties, certificates, ID cards, mortgagees, lienholders, and additional insured requests.
- Request loss runs and carrier documentation, assist with audits and underwriting requirements, and verify completed changes for accuracy.
- Support Commercial and Personal Lines Account Managers with renewals, new business applications, underwriting information, carrier systems, proposals, onboarding, signatures, and task workflows.
- Maintain accurate client and policy information in the agency management system and document client/carrier communications.
- Communicate with carrier service teams and underwriters regarding routine matters and follow pending requests through completion.
- Assist clients with routine billing questions and help initiate claims while escalating coverage or underwriting issues appropriately.
- Help improve workflows, documentation standards, technology use, task management, and the overall client experience.
Required
- Strong customer service and communication skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple tasks and priorities.
- Professional written and verbal communication.
- Comfort with computers and learning new technology.
- Dependability and the ability to follow tasks through to completion.
- Willingness to learn insurance terminology, coverage, and agency procedures.
- A Kansas Property & Casualty license is preferred; candidates without one may be considered if willing and able to obtain it promptly.
Preferred
- Previous insurance agency experience.
- Kansas Property & Casualty license.
- Experience with Personal Lines or Commercial Lines insurance.
- Experience with an agency management system and carrier websites.
- Experience processing endorsements, certificates, ID cards, or other service requests.
- Customer service experience in insurance, banking, financial services, real estate, automotive, or another professional service environment.
Who You Are
- Genuinely enjoys helping people and takes pride in doing things correctly.
- Is organized, detail-oriented, responsive, and follows through without constant reminders.
- Communicates professionally with clients and coworkers.
- Asks questions when unsure and enjoys learning new systems and processes.
- Works well as part of a team, takes ownership of assigned tasks, and looks for ways to improve efficiency.
Compensation & Benefits
- Competitive salary based on experience and licensing.
- Performance bonus opportunities.
- Hybrid work flexibility.
- Paid Time Off and paid holidays.
- Licensing and continuing education support.
- Professional development and advancement opportunities.
A Unique Opportunity
This is more than an answering-phones or processing-paperwork role. You will learn how an independent insurance agency operates, work with multiple carriers, gain experience in both Personal and Commercial Lines, help create the service infrastructure around a growing team, and have opportunities to take on more responsibility as your knowledge grows.
What Success Looks Like
Within Your First 90 Days
- Learn the agency management system and internal workflows.
- Become familiar with carrier partners and systems.
- Understand documentation and communication standards.
- Learn the fundamentals of Personal and Commercial Lines servicing.
- Begin independently handling routine service requests.
- Build productive relationships with Account Managers, the Producer, clients, and carrier partners.
Within Your First 6 Months
- Independently handle most routine client service requests.
- Accurately process policy changes, certificates, ID cards, and documentation.
- Maintain complete and accurate client records and follow service items through to completion.
- Effectively support Account Managers with renewals and new business.
- Become a dependable resource for clients and the agency team.
- Identify opportunities to improve service efficiency.
Within Your First Year
- Manage routine service responsibilities with a high level of independence.
- Be recognized as a responsive and dependable member of the client service team.
- Consistently maintain accurate agency documentation.
- Help Account Managers manage their books of business more efficiently.
- Contribute to improved agency workflows and client service.
- Develop the insurance knowledge needed for more advanced responsibilities.
Career Growth
IPI is committed to promoting from within whenever possible. Potential advancement paths for someone who demonstrates initiative, expertise, leadership, and exceptional service may include:
- Senior Customer Service Representative
- Commercial Lines Account Assistant
- Personal Lines Account Manager
- Commercial Lines Account Manager
- Client Risk Advisor
- Team Lead or Agency Operations