Insurance Customer Service Specialist

The employer is an established independent insurance agency providing insurance-related services and ongoing policy support to individuals and businesses. The Insurance Customer Service Specialist will support daily customer service and administrative operations by assisting with billing, payments, policy documentation, renewals, claims intake, customer communications, recordkeeping, and follow-up on pending requests.

Responsibilities:

• Answer incoming customer calls and emails professionally
• Assist customers with general insurance service questions
• Provide support with billing inquiries, payments, and policy documents
• Maintain clear and professional communication with customers
• Ensure customer requests receive timely and reliable follow-up
• Gather information needed for policy changes and renewals
• Assist with preparing and providing routine insurance documents, including:
• Insurance ID cards
• Certificates of Insurance (COIs)
• Loss runs
• Other routine policy documents
• Maintain accurate customer and policy records
• Document customer requests and relevant service activities
• Follow up on missing information and outstanding documentation
• Communicate with insurance carriers regarding pending service requests
• Follow up on outstanding policy-related matters
• Assist with claims intake and carrier communication
• Track pending requests and ensure appropriate follow-through
• Help coordinate information between customers, carriers, and internal team members
• Follow up on policy cancellations, underwriting requests, and missing information
• Help ensure routine administrative requests are completed accurately
• Maintain organized records of customer and carrier interactions
• Refer coverage questions and insurance recommendations to appropriately licensed team members
• Support the insurance service team with daily administrative activities

Requirements:

• Excellent customer service and communication skills
• Strong organizational abilities and attention to detail
• Dependable follow-through and commitment to completing assigned tasks
• Comfortable using computers and learning new systems
• Ability to manage multiple tasks and customer requests simultaneously
• Professional, positive, and customer-focused attitude
• Ability to maintain accurate records and document interactions clearly
• Ability to communicate professionally with customers, insurance carriers, and internal team members
• Previous experience in customer service or administrative support
• Experience working in an insurance agency or insurance-related environment
• Familiarity with insurance policies, billing, renewals, or customer service documentation
• Experience handling customer calls and emails
• Bilingual English/Spanish communication skills are highly preferred