20-44 or 2-20 Licensed Customer Service Representative - Personal Lines
About The Position
The Licensed Customer Service Representative (also described as a Client Relations Analyst) is part of The Baldwin Group’s frontline service team and is often the first point of contact for current clients. The role handles incoming service calls and requires friendly, professional communication, comfort working under pressure, and the ability to multitask across multiple systems and screens while documenting information accurately in real time. The position calls for an entrepreneurial, sales-minded approach to client service. Representatives identify opportunities to retain clients, address concerns, and offer appropriate solutions or alternatives. An active Personal Lines license and insurance experience are required.
Requirements
- At least 1–2 years of insurance experience.
- Active Personal Lines license.
- Ability to multitask while talking, typing, researching, and problem-solving.
- Comfort managing a steady volume of calls.
- Strong verbal communication skills and a friendly, patient, and professional demeanor.
- Ability to learn quickly and use multiple systems and a multi-screen setup.
- High attention to detail and accurate documentation skills.
- Strong follow-through, reliability, and a collaborative approach.
- Proficient typing skills with accuracy.
- Comfort with Microsoft Office Suite and ability to learn new systems quickly.
Nice To Haves
- Customer service or call center experience.
- Basic understanding of insurance concepts.
- Ability to speak English and Spanish.
Responsibilities
- Manage inbound client calls about payments, cancellations, policy changes, coverage questions, and general service needs.
- Communicate in a calm, confident, friendly, and professional manner while multitasking across several systems and screens.
- Identify opportunities to deepen client relationships and support revenue retention by recognizing unmet needs or coverage gaps.
- Address client concerns, overcome objections, and present solutions or alternatives.
- Enter accurate information and process updates in real time during client calls.
- Process endorsements, audits, and other policy modifications.
- Perform additional duties as assigned.
Benefits
- Training and proper licensing provided.
- Generous PTO policy.
- Complete health benefits package.
- 401(k) with company matching.
- Commission opportunities with incentives.
- Opportunity for career advancement based on personal performance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
