Senior Customer Service Analyst

Marsh McLennan•Urbandale, IA

5d•$46,000 - $97,800•Remote

About The Position

Marsh Risk is seeking a Senior Customer Service Analyst to provide seasoned support to Marsh clients and maintain a high level of client satisfaction. The role reviews insurance contracts, responds to client inquiries, supports insurance needs through FAAS (Franchise, Agents, and Affinity Solutions), and builds client relationships that contribute to growth and retention. The position is based in Urbandale, Iowa, and is remote. 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 analyst handles routine customer needs and standard inquiries, assists with policy servicing and payments, coordinates with internal and external partners, and documents service activity in a workflow system. The role requires an eight-hour shift scheduled between 8:00 a.m. and 5:00 p.m. Central Time. The applicable base salary range is $46,000 to $97,800, with possible performance-based incentives. Applications are accepted until January 25, 2027.

Requirements

High school diploma or GED.
At least 2 years of customer service or client service experience; insurance or financial services experience is preferred.
Property & Casualty license, or willingness and ability to obtain it within 30 days of hire; licensing in all 50 states is required within 90 days of hire.
Proficiency in Microsoft Office Suite.
Ability to work an 8-hour shift between 8:00 a.m. and 5:00 p.m. Central Time.

Nice To Haves

Commercial insurance experience and an active license.
Strong organizational and prioritization skills, including the ability to multitask in a fast-paced environment.
Excellent verbal and written communication skills.
Effective relationship-building and problem-solving abilities, attention to detail, and a focus on accuracy.
Experience handling insurance payments, billing questions, or policy servicing support.

Responsibilities

Respond to customer questions, explain policy and billing information, and support day-to-day service needs.
Assist with policy servicing, including taking payments, processing requests, and ensuring timely follow-up.
Build and maintain customer relationships to support positive experiences, retention, and growth.
Serve as a primary contact for routine customer needs and standard inquiries, resolving issues or partnering with internal teams as needed.
Work with internal and external business partners to gather customer feedback and help develop solutions.
Stay current on market changes and comply with compliance, professional, and transparency standards.
Document and track activities in the workflow system to support timely follow-up by customers, carriers, and internal teams, and ensure delivery of final policy documents.