Customer Service Manager

Harper•San Francisco, CA

11d•$20 - $20•Hybrid

About The Position

This role involves managing multiple commercial accounts, ensuring accurate and timely issuance of Certificates of Insurance (COIs) and handling endorsement requests. The position requires reviewing policies for accuracy, maintaining detailed records in the agency management system, and coordinating with producers on renewals, remarketing, and new business support. A key responsibility is identifying and flagging recurring carrier or process issues for resolution.

Requirements

2+ years of account management experience at a retail commercial lines agency or brokerage.
Experience with commercial P&C lines: GL, BOP, WC, Commercial Auto, Umbrella, and related coverages.
Hands-on experience issuing COIs, processing endorsements, and managing policy documentation.
Comfortable working directly with underwriters, including follow-up, negotiation, and escalation.
Active P&C license (or ability to obtain one quickly).
Detail-oriented and accurate, even with high volume.
Strong communication skills — clear, professional, and patient.
Ability to manage a high-volume book without dropping items.
Commercial lines experience is required; candidates with exclusively personal lines backgrounds will not be considered.

Nice To Haves

Experience with specialty or hard-to-place markets.
Familiarity with agency management systems (AMS360, Applied Epic, or similar).
Bilingual (Spanish).

Responsibilities

Manage multiple commercial accounts simultaneously, tracking renewals, open items, and client follow-ups.
Issue Certificates of Insurance (COIs) and handle endorsement requests accurately and quickly.
Review policies for accuracy at issuance and correct errors before they reach the client.
Maintain clean, complete account records in the agency management system.
Coordinate with producers on renewals, remarketing, and new business support.
Flag recurring carrier or process issues for upstream resolution.