Senior Customer Service Analyst

Marsh•Urbandale, IA

6d•$46,000 - $97,800•Remote

About The Position

Marsh Risk is seeking a Senior Customer Service Analyst to support Marsh clients and their insurance needs as part of FAAS (Franchise, Agents, and Affinity Solutions). This remote role is based in Urbandale, Iowa. The analyst provides experienced customer support by reviewing insurance contracts and answering inquiries, while building and maintaining client relationships to promote satisfaction, retention, and growth. The role is suited to an organized person willing to learn and take on increasingly complex commercial coverage needs. Commercial insurance experience and an active license are preferred; Marsh is willing to train the right candidate and support required licensing after hire.

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 willingness and ability to obtain one within 30 days of hire; licensing in all 50 states is required within 90 days of hire.
Proficiency in MS Office Suite.
Ability to work an 8-hour shift between 8:00 AM and 5:00 PM CT.

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 that 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.