Customer Service Representative 2 (CSR 2)

Poms & Associates Insurance Brokers LLC • Logan, UT

2d

About The Position

The Customer Service Representative 2 (CSR 2) is an experienced service professional responsible for commercial policy servicing, technical insurance support, and resolving 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 processes commercial insurance policy transactions and documentation, reviews policies and carrier communications for accuracy, manages renewals and supporting information, and prepares coverage and account materials. It also handles audits, invoicing, mail, downloads, and document management. The CSR 2 helps with quality control, training, workflow improvements, and managing team workload while adhering to agency procedures and service standards.

This is a full-time position. Office hours are typically Monday through Friday, 8:30 a.m. to 5:30 p.m., with occasional overtime. The workplace may be remote, hybrid, or in-office depending on location. Starting base pay is $23.00 per hour.

Requirements

• High school diploma or GED required; relevant experience may be considered in lieu of formal education requirements.
• Minimum of two years of commercial insurance experience.
• 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.
• Proficient knowledge of Microsoft Office Suite (Word, Excel, Outlook) and willingness to learn and use computer programs as required.
• Maintain confidential information with discretion and consistently adhere to applicable privacy, compliance, and regulatory requirements.
• Occasional overtime may be required.

Nice To Haves

• Property & Casualty (P&C) license preferred, or willingness to obtain it 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 & WorkSmart).
• Review and interpret policy forms, endorsements, and carrier communications to ensure 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.
• Assist with quality control by reviewing work for accuracy and identifying opportunities to improve workflows and efficiency.
• Participate in training initiatives and departmental process improvement efforts.
• Support department service standards by helping manage team workload, meeting service expectations, and ensuring timely completion of assigned tasks.
• Adhere to agency SOPs, service standards, and best practices to ensure consistent and accurate service delivery.

Benefits

• Medical, dental, and vision insurance.
• FSA (traditional and dependent care).
• Supplemental insurance options (STD, LTD, Life/AD&D, LTC).
• 401(k) with Safe Harbor employer contribution.
• PTO, floating holidays, sick leave, and paid holidays.
• Paid leave programs for jury duty, parental leave, volunteer leave, and disability.
• 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