Senior Customer Service Analyst

Marsh McLennan•Urbandale, IA

7d•$46,000 - $97,800•Remote

About The Position

At Marsh Risk, account management professionals help clients navigate business decisions and manage insurance needs. As part of FAAS (Franchise, Agents, and Affinity Solutions), this role supports a defined book of franchise-sponsored business owner accounts and serves as a key point of contact throughout the insurance process. The role helps business owners complete enrollment and renewal activities for the core Business Owners Policy (BOP) solution and facilitates additional commercial coverage needs, such as Workers’ Compensation, EPLI, flood, earthquake, property, and excess liability. It combines client service, insurance education, quoting, account coordination, and policy servicing. The position is suited to someone who is organized, comfortable communicating with business owners, eager to learn, and willing to take on increasingly complex commercial coverage needs. Commercial insurance experience and an active license are preferred, but Marsh is willing to train the right candidate and support required licensing after hire. The position has the ability to be remote. The role offers an opportunity to build commercial insurance expertise while working with business owners and experienced insurance professionals across Marsh McLennan. Experience may include BOP enrollment, renewal management, ancillary coverage quoting, carrier portals, client consultation, and account servicing. Potential future opportunities include advancement to commercial insurance and client-service leadership roles, supporting complex accounts, mentoring colleagues, and taking on broader client or market responsibilities.

Requirements

Strong customer service, communication, organization, and follow-through skills.
Ability to communicate professionally with business owners, carriers, and internal service teams.
Ability to manage multiple accounts, deadlines, client requests, and follow-up activities.
Comfort learning insurance products, carrier portals, agency management systems, quoting tools, and established business processes.
High school diploma or equivalent required.
Candidates who are not currently licensed must be willing to obtain the required license within 90 days after hire.

Nice To Haves

Additional education or relevant experience.
Property and casualty insurance license.
Experience in commercial insurance, account management, underwriting, financial services, customer service, or a related field.
Familiarity with business owner policies, workers compensation, commercial property, general liability, excess liability, EPLI, flood, earthquake, or other commercial coverages.
Experience reviewing applications, gathering client information, obtaining quotes, preparing comparisons, or coordinating policy service requests.
Experience working with carrier portals, customer relationship management systems, agency management systems, or other insurance technology.
Active property and casualty insurance license.

Responsibilities

Serve as a primary point of contact for assigned franchise-sponsored business owner accounts and respond to client inquiries by phone and email within established service-level agreements.
Guide clients through enrollment, renewal, and ongoing account service activities by gathering information, answering questions, and coordinating next steps.
Help identify and facilitate additional commercial coverage needs, including Workers’ Compensation, EPLI, flood, earthquake, property, excess liability, and other products.
Review applications, supplemental forms, exposure information, and other underwriting documentation for completeness and accuracy.
Obtain quotes through established carrier portals and coordinate account submissions with carriers and internal partners as appropriate.
Prepare quote comparisons, proposals, coverage summaries, renewal materials, and other client or internal documentation.
Explain coverage information, policy details, quote differences, underwriting requirements, and next steps clearly and professionally.
Coordinate binding, policy issuance, endorsements, cancellations, audits, certificates, and other policy servicing requests with appropriate teams.
Maintain accurate account records, client communications, follow-up items, renewal dates, documentation, and activity notes in agency systems while meeting quality, productivity, and service expectations.