Property & Casualty Customer Service Representative

Job Title:

Property and Casualty Customer Service Representative FLSA Status:

Non-Exempt Agency:

Insurance Circle Reports To:

Manager of Retail Operations Work Location:

In-Office Work Schedule:

Monday through Friday, 8:30 a.m. to 5:00 p.m. Insurance Circle Agency, an independent insurance agency proudly operating as part of part of the Sequel Insurance Agencies family, has an exciting opportunity for a Property and Casualty Customer Service Representative. As a Sequel affiliated agency, we combine the personalized, relationship-driven service of a local agency with the resources, collaborations, and growth opportunities of a larger organization. The Property and Casualty Customer Service Representative supports personal lines clients within Insurance Circle's retail insurance operations in the mid-Michigan area. This role is responsible for delivering high-quality service through virtual interactions, telephone communication, and in-person assistance for walk-in customers. The position requires a Michigan Property and Casualty license, prior experience in an independent agency environment, strong communication skills, and a solid understanding of personal lines insurance products and policy servicing.

Key Responsibilities:

• Provide responsive, high-quality customer service to clients through virtual interactions, telephone support, and in-person assistance for walk-in traffic.
• Answer policy-related questions, explain coverage details, and assist customers with servicing needs in a clear, professional, and timely manner.
• Learn and maintain a strong understanding of company insurance products, carrier guidelines, and personal lines coverage options.
• Navigate insurance carrier websites and internal systems to process policy changes, obtain information, and support customer requests.
• Identify opportunities to offer new or additional insurance products that align with customer needs.
• Respond to customer inquiries, assess needs, and recommend appropriate solutions or next steps.
• Assist customers with claims questions, billing concerns, and payment-related issues, escalating matters when appropriate.
• Document client conversations thoroughly, including inquiries, requested changes, recommendations, and action steps taken, within the agency management system.
• Prepare and send newsletters, mail, and other customer correspondence as needed.
• Build and maintain strong client relationships by delivering consistent, courteous, and knowledgeable service across all communication channels.
• Manage multiple customer interactions throughout the day while maintaining accuracy, organization, and attention to detail in a fast-paced agency environment.

Qualifications & Skills:

• Property & Casualty License in Michigan
• At least 3 years of previous experience working as a customer service representative in Property and Casualty Insurance.
• In-depth knowledge of personal.

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