Client Service Representative

Location

New Castle, PA. This is an in-office role.

The Client Services Representative provides frontline support to clients by processing policy documents, managing communication, and maintaining accurate records within the client management system. This role is essential to ensuring a positive customer experience, efficient internal workflow, and the timely handling of insurance-related tasks.

• Process incoming client correspondence including policies, endorsements, notices, and payment confirmations.
• Make outbound courtesy calls regarding overdue payments, policy updates, and required documentation.
• Provide excellent customer service by responding to client inquiries and escalating complex issues when appropriate.

• Accurately enter, update, and maintain client and policy data in the client management system.
• Scan, upload, and organize documents, ensuring compliance with agency standards.
• Generate reports, conduct research, and resolve system‑related issues.
• Reconcile commission statements and report discrepancies promptly.
• Assist with overflow tasks to support team members and overall department workflow.
• Maintain confidentiality and adhere to all company and regulatory requirements.

• Perform additional responsibilities as assigned to support department goals and client satisfaction.

• High school diploma or equivalent.
• Strong attention to detail with a commitment to accuracy.
• Proficiency in Microsoft Office, especially Outlook and Word.

• P&C License.
• Experience in insurance, customer service, or administrative support.
• Familiarity with Google Workspace (Drive, Sheets, Docs).
• Strong verbal and written communication skills.
• Ability to multitask in a fast‑paced environment with shifting priorities.
• Effective decision‑making and problem‑solving abilities.

The base pay offered will be determined based on your experience, skills, training, certifications, and education, while also considering internal equity and market data.

• Generous paid time off, including 22 PTO days for hourly/non‑exempt employees, 12 company‑observed paid holidays, and 4 early‑close days.
• Paid parental, pregnancy disability, bonding leave, and organ donor/bone marrow leave.
• Employee referral bonus program of $1,500 per hired referral.
• Employee recognition programs for demonstrating EPIC’s values.
• Employee Resource Groups:
  Women’s Coalition, EPIC Veterans Group.
• Additional benefits:
  Pet insurance, identity theft & fraud protection, legal planning, family planning, menopause & midlife support.
• 401(k) matching, medical, dental, vision insurance, and wellness & employee assistance programs.
• 50/50 work culture fostering collaboration and inclusiveness.
• Charitable efforts:
  Donation Connection, Employee Assistance Fund, People First Foundation.

As set forth in EPIC Brokers’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Massachusetts G.L.c. 149 section 19B (b) requires the following statement:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.