Customer Service Representative 2 (CSR 2)

Poms & Associates Insurance Brokers • Logan, UT

1d

About The Position

The Customer Service Representative 2 (CSR 2) is an experienced service professional responsible for commercial policy servicing, technical insurance support, and resolution of complex account issues. The role works independently, supports higher-level servicing activities, and serves as a resource for the support team. The CSR 2 is expected to demonstrate strong technical knowledge, accuracy, and ownership while supporting service excellence across the agency.

The position handles complex policy service work and supports quality control, team workload, training, and process improvement while adhering to agency procedures and service standards. It is full-time. Office hours are typically Monday through Friday, 8:30 a.m. to 5:30 p.m., with occasional overtime. The work arrangement may be remote, hybrid, or in-office, depending on location. Starting base pay is $23.00 per hour.

Requirements

• Strong knowledge of commercial insurance coverages, policy forms, endorsements, and servicing processes.
• Ability to review policies for accuracy and identify coverage discrepancies.
• Strong analytical, problem-solving, and organizational skills.
• Ability to manage multiple priorities and deadlines with minimal supervision.
• Strong communication and customer service skills.
• Proficiency with agency management systems (AMS) and carrier technology platforms.
• Strong attention to detail and commitment to quality standards.
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook, and willingness to learn and use required computer programs.
• Ability to maintain confidential information discreetly and adhere to applicable privacy, compliance, and regulatory requirements.
• High school diploma or GED; relevant experience may be considered in lieu of formal education requirements.
• Minimum of two years of commercial insurance experience.

Nice To Haves

• Property & Casualty (P&C) license, or willingness to obtain one within 60 days of hire.

Responsibilities

• Process complex Certificates of Insurance (COIs), Evidence of Property Insurance (EPIs), endorsements, cancellations, and reinstatements.
• Complete policy processing, policy maintenance, and data management within the agency management system (AMS and WorkSmart).
• Review and interpret policy forms, endorsements, and carrier communications for accuracy and completeness.
• Review policy checking results and ensure coverage, forms, and documentation are accurate.
• Manage automatic renewals and collect renewal updates and supporting information.
• Prepare Statements of Values (SOVs), coverage summaries, loss run requests, and Motor Vehicle Reports (MVRs).
• Process audits, agency bill invoicing, incoming mail, downloads, and document management activities.
• Independently resolve complex service issues while maintaining service quality and accuracy standards.
• Maintain working knowledge of commercial coverages, including General Liability, Workers Compensation, Business Auto, Property, Umbrella, Professional Liability, Cyber Liability, and Management Liability.
• Support quality control by reviewing work for accuracy and identifying opportunities to improve workflows and efficiency.
• Participate in training initiatives and departmental process improvement efforts.
• Help manage team workload, meet service expectations, and ensure timely completion of assigned tasks.
• Follow agency SOPs, service standards, and best practices to provide consistent and accurate service.
• Protect confidential information and comply with applicable privacy, compliance, and regulatory requirements.

Benefits

• Medical, dental, and vision insurance.
• Traditional and dependent care flexible spending accounts (FSA).
• Supplemental insurance options, including STD, LTD, Life/AD&D, and LTC.
• 401(k) with Safe Harbor employer contribution.
• PTO, floating holidays, sick leave, and paid holidays.
• Paid leave programs, including jury duty, parental, volunteer, and disability leave.
• Employee Assistance Program and discount programs.
• Designation course reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED