Personal Lines Client Service Representative

Thomas-Fenner-Woods Agency, Inc., headquartered in Columbus, OH, has been serving the insurance and risk management needs of clients since 1932. We offer a complete program of insurance and risk management services including commercial, personal, employee benefits, life, and health coverage. We are committed to protecting our customers and providing them with the best service possible. Through experience, education and training, we are continuing to analyze the source of risk and address them in the most comprehensive and cost-effective means available.

As an independent agency, we represent the most reputable and financially sound insurance companies in the world, while maintaining our customers as our number one priority. Through proper planning and dedicated service, we make insurance work for you.

The Person al Lines Client Service Representative is responsible for servicing and growing an assigned book of business by delivering exceptional customer service, strengthening client relationships, and identifying opportunities for account development. This role plays a key part in client retention, coverage education, and revenue growth while working collaboratively with producers, underwriters, and carrier partners.

• Partner with Producers to serve as a primary point of contact for clients, providing guidance on effective risk management strategies and coverage solutions.
• Process policy changes, endorsements, renewals, and related service requests accurately and in a timely manner.
• Identify cross‑sell and upsell opportunities by reviewing client accounts and recommending additional lines of coverage when appropriate.
• Remarket existing accounts by obtaining competitive quotes from multiple carriers and assist Producers with new business submissions.
• Conduct comprehensive coverage reviews and proactively advise clients on policy improvements or gaps in coverage.
• Maintain accurate electronic documentation of renewals, policy changes, and correspondence in the agency management system.
• Stay current on carrier guidelines, underwriting requirements, and industry best practices to ensure quality submissions and compliance.
• Collaborate with internal team members to ensure a seamless and positive client experience.
• Perform additional duties as assigned to support agency operations.

• Minimum of 2 years of experience in personal lines insurance
• Active Ohio Property & Casualty license required, or the ability to obtain the license within 90 days of hire
• Proficiency in Microsoft Office Suite; experience with Applied Epic or comparable agency management systems preferred
• Familiarity with standard personal lines insurance practices, carrier forms, and policy provisions
• Demonstrated ability to manage renewals and secure timely policy binding with carriers
• Excellent verbal and written communication skills
• Highly organized, detail‑oriented, and capable of managing multiple priorities effectively
• Strong problem‑solving skills and sound judgment in balancing the best interests of clients, carriers, and the agency
• Team‑oriented with the ability to work independently and take initiative
• Ability to pass a criminal background check, as permitted by law

Schedule: Monday-Friday, 8:30am-5:00pm

Office

Location:

155

E. Broad Street, Suite 800, Columbus, OH 43215 (Hybrid Work Options)

• Competitive Compensation Package
• Vision Insurance
• Company Paid Disability Insurance
• Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
• 401(k) with Safe Harbor Match
• Paid Time Off
• Paid Holidays

Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third‑party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.