Customer Service Representative

Commercial Lines Insurance Customer Service Representative

Location: New York, NY

Employment Type: Full-Time

Work Arrangement: Onsite

Salary: $55,000 - $65,000 base salary + up to 5% discretionary growth-based bonus

Reports To: Director of Operations

We are seeking an experienced Commercial Lines Insurance Customer Service Representative (CSR) to join our growing New York City office.

Our MBE-certified insurance platform specializes in construction risk and is committed to creating economic opportunities for minority- and women-owned businesses. The CSR will support a book of commercial insurance accounts and work closely with producers, brokers, account executives, carriers, and internal service teams to deliver exceptional client service.

This position is ideal for a highly organized, detail-oriented insurance professional with 2-3 years of strong commercial lines knowledge, and any hands-on Applied Epic experience would be a PLUS
.

• Manage a portfolio of commercial insurance accounts in Applied Epic
  , maintaining accurate policy records and documentation.
• Process policy changes, endorsements, renewals, certificates, and other client service requests.
• Assist clients with policy servicing and provide clear explanations of coverage and policy requirements.
• Monitor renewal timelines and proactively follow up with clients.
• Maintain accurate records across affiliated entities, ensuring documentation and carrier relationships are properly separated in Applied Epic.
• Review client contracts, leases, and subcontract agreements to verify required coverages, limits, and endorsements.
• Identify coverage gaps and coordinate with carriers to obtain required endorsements, including additional insured, waiver of subrogation, and primary/non-contributory endorsements.
• Own and maintain Certificate of Insurance (COI) master templates, holder lists, and standing endorsement requirements
  .

• Support producers, brokers, and account executives with submissions, proposals, renewals, and client servicing.
• Provide insurance servicing expertise and assist producers as they develop and manage their books of business.
• Coordinate with subject-matter experts on complex or specialty exposures when appropriate.
• Participate in client and prospect discussions as needed.
• Work with carrier marketing and placement teams on submissions, quote comparisons, and follow-up.
• Communicate directly with insurance carriers to resolve service issues.
• Utilize carrier portals for quoting, endorsements, billing, and claims status.
• Coordinate with partner agencies, brokers, wholesalers, and co-brokers on shared and referred accounts.
• Review Applied Epic transaction details, including premiums, endorsements, audits, installments, and account balances.
• Respond accurately to client billing questions and explain account activity.
• Coordinate invoicing, receivables, and payment-application issues with the Billing Department and follow through to resolution.
• Review General Liability and Workers’ Compensation premium audits, including payroll, sales, exposure bases, and class codes.
• Identify and dispute discrepancies with insurance carriers when necessary.

• Work collaboratively with producers, brokers, account executives, account managers, CSRs, carrier specialists, subject-matter experts, and support personnel.
• Provide day-to-day direction and quality oversight to non-licensed processors and support staff.
• Review COIs, data entry, and document processing for accuracy and completeness before delivery to clients or carriers.
• Provide guidance and corrective feedback to support staff.
• Serve as the escalation point for issues that require a licensed insurance professional.
• Ensure that coverage, quoting, and insurance advice questions are appropriately directed to licensed team members.
• Maintain compliance with agency procedures and applicable insurance regulations.

• Active Property & Casualty (P&C) Insurance License.
• 2-3 years of Commercial Line Insurance Customer Service Experience!
  -any hands-on Applied Epic experience is a PLUS!
• Daily production experience using…