Customer Service Representative

BrightCover • Conshohocken, PA

7d • Onsite

About The Position

The Customer Service Representative provides post-sale support to BrightCover customers and serves as the primary point of contact throughout the life of their insurance policies. This role delivers timely, accurate assistance with policy servicing, coverage questions, documentation, and carrier coordination while applying strong insurance knowledge to guide customers through changes, billing, underwriting, and claims support. The position also supports customer retention through proactive, consultative service, maintains accurate documentation, and identifies opportunities to enhance coverage in coordination with Client Advisors. As part of a growing organization, this role contributes to consistent service processes and overall operational efficiency.

Requirements

• Bachelor’s Degree from a Four (4) year College or University.
• 3+ years of personal lines insurance customer service experience within an independent insurance agency, brokerage, or insurance carrier.
• Strong understanding of personal lines insurance products, coverages, endorsements, and policy servicing.
• Demonstrated consultative customer service and problem-solving skills.
• Ability to explain insurance coverage, identify customer needs, and recommend appropriate solutions.
• Proven ability to build strong customer relationships and support long-term customer retention.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Proficiency with agency management systems, CRM platforms, carrier portals, and Microsoft Office.
• Active Property & Casualty (P&C) Insurance License.

Nice To Haves

• Experience supporting multiple insurance carriers.
• Experience with comparative rating platforms and agency management systems.
• Experience helping establish or improve customer service processes within a growing organization.
• Demonstrated success identifying cross-sell opportunities while maintaining a customer-first, consultative approach.

Responsibilities

• Serve as the primary point of contact for customer service inquiries.
• Deliver an exceptional customer experience by providing timely, professional, and consultative support.
• Build trusted relationships with customers by understanding their insurance needs and providing thoughtful guidance.
• Utilize strong problem-solving skills to resolve customer issues efficiently while advocating for the best possible outcome.
• Respond to customer inquiries via phone, email, and other communication channels.
• Assist customers with insurance ID cards, policy documents, coverage questions, policy changes and endorsements, billing inquiries, and general account maintenance.
• Educate customers on policy coverage, available options, and carrier requirements.
• Coordinate with insurance carriers to resolve customer concerns.
• Assist customers throughout the claims process by directing them to appropriate carrier resources and providing ongoing support as needed.
• Monitor and manage outstanding underwriting requirements.
• Coordinate customer documentation requests, including inspections, photographs, and other underwriting requirements.
• Proactively follow up with customers to ensure carrier requirements are completed within established agency timelines.
• Maintain ongoing communication with customers regarding outstanding policy requirements.
• Build long-term customer relationships through proactive, consultative service.
• Recognize customer needs that may indicate opportunities for additional coverage or insurance products.
• Educate customers on available solutions and partner with Client Advisors when appropriate to support cross-selling opportunities.
• Recognize when customers may benefit from additional products or coverage enhancements and coordinate with Client Advisors to provide solutions that improve customer protection and long-term retention.
• Support customer retention by helping customers understand their coverage, addressing concerns proactively, and delivering a best-in-class service experience.
• Maintain complete and accurate documentation within agency management and CRM systems.
• Utilize agency technology platforms to efficiently manage customer requests and service activities.
• Follow standardized workflows, documentation standards, and service procedures.
• Identify opportunities to improve operational efficiency, customer experience, and service delivery through technology and process improvements.
• Maintain confidentiality of customer information.
• Follow all agency procedures, carrier requirements, licensing requirements, and insurance regulations.
• Ensure all customer interactions meet agency quality and compliance standards.
• Performs other related duties as assigned.
• Comply with all company policies and procedures.
• Maintain regular and punctual attendance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level