Personal Lines Customer Service Representative

Tropolis Holdings, LLC•Northville Charter Township, MI

3d•$50,000 - $57,000•Hybrid

About The Position

The Personal Lines Customer Service Representative supports clients and internal producer partners with day-to-day service needs across the full policy life cycle. The role focuses on responsive client support, accurate processing, and consistent documentation to deliver a high-quality customer experience and protect E-and-O standards. Light day-to-day office support is also required as needed to help maintain an organized and welcoming office environment. The position is hybrid, with four in-office days per week, and is based in Northville, Michigan.

Requirements

Current Property & Casualty insurance license in good standing.
At least 3 years of experience in an independent insurance agency supporting property and casualty accounts.
Working knowledge of personal lines coverages, servicing workflows, and carrier processing requirements.
Strong organization and follow-through across multiple concurrent deadlines.
Excellent written and verbal communication skills, with the ability to support clients professionally and efficiently.
High attention to detail and commitment to documentation, compliance, and E&O controls.

Nice To Haves

Experience with Applied Epic or a comparable agency management system.

Responsibilities

Serve as a primary point of contact for client service requests on assigned accounts.
Process policy changes and service requests, including endorsements, evidence of insurance, ID cards, cancellations, reinstatements, and billing support, with speed and accuracy.
Assist with new business onboarding by collecting required information, confirming coverage details, and coordinating policy issuance and delivery.
Prepare client-ready correspondence and basic coverage summaries, and help explain policy documents clearly and practically.
Maintain thorough, timely documentation and file hygiene in the agency management system, including notes, activities, attachments, and required fields.
Track open items, follow up with carriers and clients, and manage multiple priorities with strong organization and follow-through.
Partner with producers and account managers to identify rounding and cross-sell opportunities and improve retention through proactive service.
Stay current on carrier requirements and workflow expectations affecting property and casualty accounts.
Answer the main office phone line, greet callers professionally, and direct calls or take messages for appropriate team members.
Receive, sort, distribute, and prepare incoming and outgoing mail and packages, routing items to appropriate recipients.
Provide light day-to-day office support as needed to help maintain an organized and welcoming office environment.