Personal Lines Insurance Customer Service Representative

Position Overview

Holman Insurance Services is seeking a Customer Service Associate to manage daily customer interactions and support the growth of our property and casualty lines. The role includes handling inbound and outbound communications, processing policy changes, and contributing to renewal retention efforts, while serving as a brand ambassador across the organization.

• Handle incoming customer phone calls, resolving issues or routing to appropriate team members.
• Follow up with customers to ensure timely completion of service requests.
• Process policy changes, billing inquiries, issue insurance documents and certificates, and respond to service requests via phone, e‑mail, or mail.
• Assist the sales team by organizing, scanning, and electronically filing required insurance policy documents and customer information.
• Support the customer support team with policy audits, uploading or downloading information, and retention initiatives.
• Field questions from prospects and customers regarding coverage options, policy provisions, discounts, pricing, and other requested information.
• Participate in retention initiatives such as renewal audits, client surveys, keyworded questionnaires, phone calls, thank‑you calls, birthday/anniversary mailings, and other customer‑care activities directed by management.
• Collaborate with the management team to help achieve premium, retention, and growth targets for all lines of selected business.
• Act as a brand ambassador for Holman’s insurance group at all Holman functions and across the organization.
• Interact with Account Representatives and customer service personnel as needed to help the business consistently meet its growth and service objectives.
• Assist with onboarding new employees, conduct training sessions, and share successful ideas and processes with the frontline.
• Perform administrative tasks such as taking incoming calls, making outbound calls, responding to e‑mail, filing (electronic and paper), sorting and distributing mail, supporting community and corporate events, responding to carrier communications, and assisting the finance and accounting team as assigned.
• Provide exceptional customer care to all prospects and clients, interacting comfortably over the phone and in person with prospects, clients, referral sources, and business colleagues inside and outside Holman.

• Four‑year college degree or demonstrated equivalent experience.
• Property and Casualty Insurance License required or must be able to sit for and pass state licensing exams for both lines; license issuance required within 90 days of joining.
• Strong organizational skills with exceptional follow‑up on assigned tasks.
• Demonstrated ability to learn swiftly and become a robust user of the Agency Management System through live, recorded, and one‑on‑one training.
• Effective communication and influencing skills; goal‑driven, self‑motivated, collaborative, and comfortable working both independently and as part of a team.
• Outgoing personality capable of developing genuine relationships with business partners, referral sources, and team members.
• Excellent written communication skills.
• Willingness to adapt, change, and maintain a “get it done” attitude as the business evolves.
• Flexibility to work evenings and Saturdays as needed.
• Travel within local NJ and PA markets for meetings, prospecting calls, and network development.

• Health, vision, and dental insurance
• Life and disability insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• 401(k) plan with company match
• Paid Time Off (PTO)
• Paid holidays, bereavement, and jury duty leave
• Paid pregnancy/parental leave
• Paid military leave
• Tuition reimbursement

Holman is an equal employment opportunity employer and prohibits discrimination and harassment of any type. We provide accommodation for applicants with disabilities. All employment decisions will be based on job-related qualifications without regard to race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law.