Customer Service Representative (Insurance)

ROCS Grad Staffing · Grand Rapids, Michigan

FULL TIME

Job Description

Serve as a responsive, professional point of contact for a dedicated client base.

Handle inbound inquiries via phone and email with urgency, accuracy, and warmth.

Proactively reach out to clients regarding coverage updates, document requests, and policy milestones throughout the year.

Process certificates of insurance, endorsements, and other routine policy transactions with high attention to detail.

Maintain accurate client records and activity logs in our agency management system.

Track open items and follow-up tasks to ensure nothing falls through the cracks for your clients.

Support Account Managers in preparing renewal packages and coverage summaries.

Coordinate with carriers and underwriters to resolve service issues efficiently.

Participate in regular team standups and contribute to a collaborative service operation.

2+ years of customer service experience in a professional, high-touch environment.

Exceptional written and verbal communication skills; you write clearly and speak confidently.

Demonstrated ability to manage multiple priorities and client relationships simultaneously.

Experience with CRM or client management software and comfort learning new platforms quickly.

A service ethic that goes beyond transaction processing to anticipate client needs before they ask.

Previous experience in professional services, financial services, or industries serving business clients is a plus.

Familiarity with insurance terminology or exposure to agency operations is preferred but not required.