Customer Service Representative

Commercial Lines Insurance Customer Service Representative

Location: New York, NY

Employment Type: Full-Time

Work Arrangement: Onsite

Salary: $55,000 - $65,000 base salary + up to 5% discretionary growth-based bonus

Reports To: Director of Operations

Position Overview

We are seeking an experienced Commercial Lines Insurance Customer Service Representative (CSR) to join our growing New York City office.

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.

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.

Key Responsibilities

Client & Account Servicing

• Manage a portfolio of commercial insurance accounts in Applied Epic, maintaining accurate policy records and documentation.
• Process policy changes, endorsements, renewals, certificates, and other client service requests.
• Assist clients with policy servicing and provide clear explanations of coverage and policy requirements.
• Monitor renewal timelines and proactively follow up with clients.
• Maintain accurate records across affiliated entities, ensuring documentation and carrier relationships are properly separated in Applied Epic.
• Review client contracts, leases, and subcontract agreements to verify required coverages, limits, and endorsements.
• Identify coverage gaps and coordinate with carriers to obtain required endorsements, including additional insured, waiver of subrogation, and primary/non-contributory endorsements.
• Own and maintain Certificate of Insurance (COI) master templates, holder lists, and standing endorsement requirements.

Producer & Account Executive Support

• Support producers, brokers, and account executives with submissions, proposals, renewals, and client servicing.
• Provide insurance servicing expertise and assist producers as they develop and manage their books of business.
• Coordinate with subject-matter experts on complex or specialty exposures when appropriate.
• Participate in client and prospect discussions as needed.

Carrier & Placement Support

• Work with carrier marketing and placement teams on submissions, quote comparisons, and follow-up.
• Communicate directly with insurance carriers to resolve service issues.
• Utilize carrier portals for quoting, endorsements, billing, and claims status.
• Coordinate with partner agencies, brokers, wholesalers, and co-brokers on shared and referred accounts.

Billing & Premium Audit

• Review Applied Epic transaction details, including premiums, endorsements, audits, installments, and account balances.
• Respond accurately to client billing questions and explain account activity.
• Coordinate invoicing, receivables, and payment-application issues with the Billing Department and follow through to resolution.
• Review General Liability and Workers’ Compensation premium audits, including payroll, sales, exposure bases, and class codes.
• Identify and dispute discrepancies with insurance carriers when necessary.

Team Leadership & Quality Control

• Work collaboratively with producers, brokers, account executives, account managers, CSRs, carrier specialists, subject-matter experts, and support personnel.
• Provide day-to-day direction and quality oversight to non-licensed processors and support staff.
• Review COIs, data entry, and document processing for accuracy and completeness before delivery to clients or carriers.
• Provide guidance and corrective feedback to support staff.
• Serve as the escalation point for issues that require a licensed insurance professional.
• Ensure that coverage, quoting, and insurance advice questions are appropriately directed to licensed team members.
• Maintain compliance with agency procedures and applicable insurance regulations.

Required Qualifications

• Active Property & Casualty (P&C) Insurance License.
• 2-3 years of Commercial Line Insurance Customer Service Experience! -any hands-on Applied Epic experience is a PLUS!
• Daily production experience using Applied Epic for policy servicing, endorsements, renewals, billing, and documentation.
• Strong commercial lines insurance knowledge, including General Liability and Workers’ Compensation.
• Working knowledge of class codes, premium audits, payroll, sales, and other exposure bases.
• Ability to read and interpret insurance requirements in contracts and subcontract agreements.
• Ability to analyze Applied Epic transactions and explain premiums, endorsements, audits, installments, and account balances to clients.
• Experience directing or reviewing the work of non-licensed processors, technicians, or support staff.

Preferred Qualifications

• Experience working with construction contractors, subcontractors, or related trades.
• CRIS certification is a plus.
• Experience working in a team-based insurance service model alongside producers, brokers, account executives, carrier marketing teams, and support staff.
• Understanding of retail brokerage and wholesale/MGU operations, including client relationships, submissions, quoting, carrier access, and compensation structures.
• Experience with CSR24 or similar certificate management/client self-service platforms.
• Experience using additional insurance carrier portals and technology platforms.
• Strong understanding of claims support and the claims reporting process.