Customer Service Specialist - Personal Lines (Insurance)

TL;DR

Customer Service Specialist - Personal Lines (Insurance): Managing inbound client communications and policy administration for a professional insurance brokerage with an accent on client retention and real-time problem solving. Focus on navigating multiple systems to process endorsements and resolving complex coverage questions.

Location: Charlotte, North Carolina, US

Company

An award-winning insurance brokerage firm providing comprehensive risk management, private insurance, and employee benefits strategies throughout the U.S. and abroad.

What you will do

• Manage inbound client calls regarding payments, cancellations, policy changes, and general coverage needs.
• Identify opportunities to deepen client relationships and support revenue retention by recognizing coverage gaps.
• Process endorsements, audits, and other policy modifications accurately in real time.
• Address client concerns, overcome objections, and present effective solutions or alternatives.
• Maintain calm, professional communication while multitasking across several systems and screens.

Requirements

• Location: Must be based in Charlotte, North Carolina, US
• Ability to obtain state-required insurance licenses within the first 90 days
• Strong verbal communication skills with a professional and patient demeanor.
• Proficiency in Microsoft Office Suite and ability to learn new software quickly.
• High attention to detail and accurate documentation skills.
• Ability to multitask effectively, including simultaneous talking, typing, and researching.

Nice to have

• Fluency in Spanish.
• Previous experience in customer service or a call center environment.
• Basic understanding of insurance concepts.

Culture & Benefits

• Complete health benefits package and 401K with company matching.
• Generous PTO policy.
• Company-supported training and professional licensing.
• Commission opportunities with performance-based incentives.
• Clear paths for career advancement based on personal performance.