Senior Customer Service Analyst

Marsh hires a Senior Customer Service Analyst to support franchise-sponsored business owner accounts throughout the commercial insurance process. The role handles client inquiries, enrollment and renewals, coverage quoting, documentation, and policy servicing in coordination with carriers and internal teams.

Responsibilities:

• Serves as a primary point of contact for assigned franchise-sponsored business owner accounts and responds to client inquiries by phone and email within established service-level agreements
• Guides clients through enrollment, renewal, and ongoing account service activities by gathering information, answering questions, and coordinating next steps
• Helps identify and facilitate additional commercial coverage needs, including Workers Compensation, EPLI, flood, earthquake, property, excess liability, and other products
• Reviews applications, supplemental forms, exposure information, and other underwriting documentation for completeness and accuracy
• Obtains quotes through established carrier portals and coordinates account submissions with carriers and internal partners as appropriate
• Prepares quote comparisons, proposals, coverage summaries, renewal materials, and other client or internal documentation
• Explains available coverage information, policy details, quote differences, underwriting requirements, and next steps in a clear and professional manner
• Coordinates binding, policy issuance, endorsements, cancellations, audits, certificates and other policy servicing requests with the appropriate teams
• Maintains accurate account records, client communications, follow-up items, renewal dates, documentation, and activity notes in agency systems while meeting quality, productivity, and service expectations

Requirements:

• Strong customer service, communication, organization, and follow-through skills
• Ability to communicate professionally with business owners, carriers, and internal service teams
• Ability to manage multiple accounts, deadlines, client requests, and follow-up activities
• Comfortable learning insurance products, carrier portals, agency management systems, quoting tools, and established business processes
• High school diploma or equivalent required
• Candidates who are not currently licensed must be willing to obtain the required license within 90 days after hire
• additional education or relevant experience preferred
• Property and casualty insurance license preferred
• Experience in commercial insurance, account management, underwriting, financial services, customer service, or a related field
• Familiarity with business owner policies, workers compensation, commercial property, general liability, excess liability, EPLI, flood, earthquake, or other commercial coverages
• Experience reviewing applications, gathering client information, obtaining quotes, preparing comparisons, or coordinating policy service requests
• Experience working with carrier portals, customer relationship management systems, agency management systems, or other insurance technology
• Active property and casualty insurance license