Senior Customer Service Analyst

Marsh McLennan•Urbandale, IA

6d•$46,000 - $97,800•Remote

About The Position

Marsh Risk is seeking a Senior Customer Service Analyst to support clients in its FAAS (Franchise, Agents, and Affinity Solutions) team. The role is based in Urbandale, Iowa, and is remote. The analyst provides experienced customer support by reviewing insurance contracts, responding to inquiries, explaining policy and billing information, and assisting with routine policy servicing. The position focuses on delivering a high level of client satisfaction and building relationships that support retention and growth. The role is suited to an organized person who is eager to learn and 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 licensing after hire. The position requires working an eight-hour shift between 8:00 AM and 5:00 PM Central Time.

Requirements

High school diploma or GED.
At least 2 years of customer service or client service experience, preferably in insurance or financial services.
Property & Casualty license, or the 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 the MS Office Suite.
Ability to work an 8-hour shift between 8:00 AM and 5:00 PM Central Time.

Nice To Haves

Commercial insurance experience.
An active insurance license.
Strong organizational and prioritization skills, including the ability to multitask in a fast-paced environment.
Excellent verbal and written communication skills.
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-related 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 point of 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 and delivery of final policy documents.