Client Service Specialist, Small Business Unit - Commercial Lines

Relation Insurance•Charlotte, NC

About The Position

The Client Service Specialist, Small Business Unit, supports account management and policy servicing for small commercial accounts. The role handles administrative work such as policy endorsements, renewals, cancellations, and account record maintenance, ensuring client requests and policy updates are handled accurately and on time while meeting internal compliance standards. The specialist processes renewal and new business policies, endorsements, certificates, audits, and other client documents; monitors direct-bill payment status; tracks claims; orders motor vehicle reports and loss runs; and supports office mail, calls, and walk-in traffic as needed. The role also uses proprietary AI solutions and other innovative technology in the service process. The listed duties are not an exhaustive description of the position.

Requirements

A Property and Casualty License from the state of domicile is required within 90 days of hire and must be maintained thereafter.
High school diploma or equivalent.
Proficiency with computers and Microsoft Office Suite, with the ability to learn new software.
Strong interpersonal and communication skills to maintain effective relationships with clients, coworkers, carriers, vendors, and others.
Ability to understand written and oral communications and interpret information in policies.
Ability to work independently with limited daily supervision and effectively in a team environment.
Ability to work under tight time constraints, meet strict deadlines, prioritize, and manage multiple tasks in a demanding environment.

Nice To Haves

Associate in Insurance (AINS) and/or Certified Insurance Service Representative (CISR) designation.
Bilingual English/Spanish; may be required depending on location.
At least one year of customer service experience.
Knowledge of insurance markets, products, services, insurance ratings, and underwriting procedures.
Working knowledge of commercial lines of coverage.

Responsibilities

Order renewal policies, verify them against proposals, and process them in the Agency Management System.
Handle endorsements, including entering them on carrier websites, following up on missing endorsements, checking accuracy, billing them, and sending them to clients.
Follow up with carriers on new business submissions not managed by Risk Placement Specialists.
Enter and rate policies on carrier websites and order new policies as needed.
Issue standard certificates of insurance and other forms for holders, such as EOPs and binders.
Monitor payment status of direct-bill policies and notify the Account Manager when non-payment may put a policy at risk of cancellation.
Track claims and update the agency management system with activity, payments, and closures.
Verify audit accuracy, review audits with agency staff, bill audits, and send audit review letters to clients.
Order motor vehicle reports and loss runs as directed.
Review and process mail.
Back up office phone calls and walk-in traffic as needed.
Adopt innovative technology, including proprietary AI solutions, in the service process.
Perform other assigned projects, duties, and tasks.