Customer Service Representative

Commercial Lines Insurance Customer Service Representative<br /><br />Location: New York, NY<br /><br />Employment Type: Full-Time<br /><br />Work Arrangement: Onsite<br /><br />Salary: $55,000 - $65,000 base salary + up to 5% discretionary growth-based bonus<br /><br />Reports To: Director of Operations<br /><br />Position Overview<br />We are seeking an experienced Commercial Lines Insurance Customer Service Representative (CSR) to join our growing New York City office.<br /><br />Our MBE-certified insurance platform specializes in construction risk and is committed to creating economic opportunities for minority- and women-owned businesses. The CSR will support a book of commercial insurance accounts and work closely with producers, brokers, account executives, carriers, and internal service teams to deliver exceptional client service.<br /><br />This position is ideal for a highly organized, detail-oriented insurance professional with 2 -3 years of strong commercial lines knowledge, and any hands -on Applied Epic experience would be a PLUS .<br /><br />Key Responsibilities<br /><br />Manage a portfolio of commercial insurance accounts in Applied Epic , maintaining accurate policy records and documentation.<br /><br />Process policy changes, endorsements, renewals, certificates, and other client service requests.<br /><br />Assist clients with policy servicing and provide clear explanations of coverage and policy requirements.<br /><br />Monitor renewal timelines and proactively follow up with clients.<br /><br />Maintain accurate records across affiliated entities, ensuring documentation and carrier relationships are properly separated in Applied Epic.<br /><br />Review client contracts, leases, and subcontract agreements to verify required coverages, limits, and endorsements.<br /><br />Identify coverage gaps and coordinate with carriers to obtain required endorsements, including additional insured, waiver of subrogation, and primary/non-contributory endorsements.<br /><br />Own and maintain Certificate of Insurance (COI) master templates, holder lists, and standing endorsement requirements .<br /><br />Producer &amp; Account Executive Support<br /><br />Support producers, brokers, and account executives with submissions, proposals, renewals, and client servicing.<br /><br />Provide insurance servicing expertise and assist producers as they develop and manage their books of business.<br /><br />Coordinate with subject-matter experts on complex or specialty exposures when appropriate.<br /><br />Participate in client and prospect discussions as needed.<br /><br />Work with carrier marketing and placement teams on submissions, quote comparisons, and follow-up.<br /><br />Communicate directly with insurance carriers to resolve service issues.<br /><br />Utilize carrier portals for quoting, endorsements, billing, and claims status.<br /><br />Coordinate with partner agencies, brokers, wholesalers, and co-brokers on shared and referred accounts.<br /><br />Review Applied Epic transaction details, including premiums, endorsements, audits, installments, and account balances.<br /><br />Respond accurately to client billing questions and explain account activity.<br /><br />Coordinate invoicing, receivables, and payment-application issues with the Billing Department and follow through to resolution.<br /><br />Review General Liability and Workers’ Compensation premium audits, including payroll, sales, exposure bases, and class codes.<br /><br />Identify and dispute discrepancies with insurance carriers when necessary.<br /><br />Team Leadership &amp; Quality Control<br /><br />Work collaboratively with producers, brokers, account executives, account managers, CSRs, carrier specialists, subject-matter experts, and support personnel.<br /><br />Provide day-to-day direction and quality oversight to non-licensed processors and support staff.<br /><br />Review COIs, data entry, and document processing for accuracy and completeness before delivery to clients or carriers.<br /><br />Provide guidance and corrective feedback to support staff.<br /><br />Serve as the escalation point for issues that require a licensed insurance professional.<br /><br />Ensure that coverage, quoting, and insurance advice questions are appropriately directed to licensed team members.<br /><br />Maintain compliance with agency procedures and applicable insurance regulations.<br /><br />Required Qualifications<br /><br />Active Property &amp; Casualty (P&amp;C) Insurance License.<br /><br />2-3 years of Commercial Line Insurance Customer Service Experience! -any hands-on Applied Epic experience is a PLUS!<br /><br />Daily production experience using Applied Epic for policy servicing, endorsements, renewals, billing, and documentation.<br /><br />Strong commercial lines insurance knowledge, including General Liability and Workers’ Compensation.<br /><br />Working knowledge of class codes, premium audits, payroll, sales, and other exposure bases.<br /><br />Ability to read and interpret insurance requirements in contracts and subcontract agreements.<br /><br />Ability to analyze Applied Epic transactions and explain premiums, endorsements, audits, installments, and account balances to clients.<br /><br />Experience directing or reviewing the work of non-licensed processors, technicians, or support staff.<br /><br />Preferred Qualifications<br /><br />Experience working with construction contractors, subcontractors, or related trades .<br /><br />CRIS certification is a plus.<br /><br />Experience working in a team-based insurance service model alongside producers, brokers, account executives, carrier marketing teams, and support staff.<br /><br />Understanding of retail brokerage and wholesale/MGU operations, including client relationships, submissions, quoting, carrier access, and compensation structures.<br /><br />Experience with CSR24 or similar certificate management/client self-service platforms.<br /><br />Experience using additional insurance carrier portals and technology platforms.<br /><br />Strong understanding of claims support and the claims reporting process.<br /><br />#J-18808-Ljbffr