Senior Customer Service Analyst

Marsh McLennan•Urbandale, IA

6d•Remote

About The Position

At Marsh Risk, account management professionals partner with clients to help them navigate business decisions and manage insurance needs. As part of FAAS—Franchise, Agents, and Affinity Solutions—you will support a defined book of franchise-sponsored business owner accounts and serve as a key point of contact throughout the insurance process. The Commercial Lines Account Manager 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. The role combines client service, insurance education, quoting, account coordination, and policy servicing. 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. This role provides an opportunity to build commercial insurance expertise while working with business owners and experienced insurance professionals across Marsh McLennan. Employees gain exposure to BOP enrollment, renewal management, ancillary coverage quoting, carrier portals, client consultation, and account servicing. As knowledge and experience develop, career opportunities may include advancement to other commercial insurance and client-service leadership roles. High-performing employees may have opportunities to support complex accounts, mentor colleagues, and take on broader client or market responsibilities. FAAS combines the resources, expertise, and global reach of Marsh Risk with a focused approach to serving franchise and affinity business owners. The team values client relationships, continuous learning, and practical solutions. Marsh is committed to embracing a diverse, inclusive, and flexible work environment.

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 property and casualty 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 with carrier portals, customer relationship management systems, agency management systems, or other insurance technology.

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 the 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.