Customer Service Representative

Harper•San Francisco, CA

17d•$75,000 - $90,000•Onsite

About The Position

The company is addressing a significant gap in the commercial insurance market where many businesses are underinsured or uninsured due to a slow, opaque, and confusing distribution system. They are building an AI-led platform that enhances human effectiveness and customer experience, aiming for over 90% AI-led operations. The company has experienced substantial growth, adding approximately 1,000 customers per month and growing 100x since the previous year. This role is crucial for their service organization, focusing on licensed service work that AI cannot handle, such as policy changes and complex endorsements. The position also serves as a pipeline for future specialists who will manage carrier relationships and handle complex accounts. The company offers licensing support and opportunities for growth.

Requirements

2+ years in commercial lines service, account management, or brokerage operations.
Active property & casualty license, or the ability to obtain one quickly (company handles licensing across all 50 states).
Working knowledge of certificates, endorsements, and binding documentation.
Ability to multitask: talk, type, and navigate multiple systems simultaneously without losing accuracy.
Comfort with technology and a genuine interest in working alongside AI tools.
Based in New York City or San Francisco, or willing to relocate; this role is in-office.

Nice To Haves

E&S and surplus lines exposure: filings, surplus lines tax, binding packets.
Premium finance familiarity: PFAs, reconciliation, finance-company coordination.
Workers' comp and class-code knowledge.
Wholesaler, MGA, or high-volume commercial lines background.
Bilingual (Spanish).
Experience at an insurtech or tech-forward brokerage.

Responsibilities

Perform licensed service work including endorsements, certificates with specific wording requirements, binding, answering coverage questions from policies, cancellations and reinstatements, renewal preparation, audit intake, and billing corrections.
Handle escalated issues that require a license for resolution.
Work directly with carriers and wholesalers on routine service matters.
Make policy changes within appetite, handle governed payment actions, process reinstatement requests, and close issues upon completion of work.
Ensure policy changes are current with business needs, such as endorsements for new vehicles, drivers, locations, equipment, and limit changes.
Issue certificates that accurately match customer contract requirements, including additional insured, waiver of subrogation, primary and non-contributory, loss payee, and notice of cancellation.
Manage new business processes, including validation, chasing subjectivities, bind requests, processing DocuSign and premium finance packets, policy delivery, and binder-to-policy checks.
Answer coverage questions by interpreting policy language and explaining coverage in plain terms.
Manage coverage in force by processing cancellation notices, payment cures, reinstatement requests, and autopay enrollment.
Prepare renewals by updating exposure information, gathering loss runs, and identifying accounts for remarketing.
Process audits and inspections at intake, including collecting payroll and sales records, photographs, affidavits, and submitting to carrier portals.
Resolve billing issues such as refunds and corrections within authority.
Ensure complete handoffs to specialists, providing the full timeline and evidence pack for cases requiring market or coverage judgment.
Provide feedback to Product and Engineering teams to improve service workbench tools.