Service Client Advisor

BrightCover•Conshohocken, PA

18h

About The Position

The Service Client Advisor provides post-sale support to BrightCover customers and serves as their primary point of contact throughout the life of their insurance policies. The role delivers timely, accurate assistance with policy servicing, coverage questions, documentation, and carrier coordination, applying insurance knowledge to guide customers through policy changes, billing, underwriting, and claims support. The position supports customer retention through proactive, consultative service, maintains accurate records, and identifies opportunities to enhance coverage in coordination with Client Advisors. The role also contributes to consistent service processes and operational efficiency in a growing organization. It is an individual-contributor position performed in a typical interior office environment with usually moderate noise.

Requirements

Bachelor’s degree from a four-year college or university.
At least 3 years of personal lines insurance customer service experience within an independent insurance agency, brokerage, or insurance carrier.
Active Property & Casualty (P&C) Insurance License.
Strong understanding of personal lines insurance products, coverages, endorsements, and policy servicing.
Demonstrated consultative customer service and problem-solving skills.
Ability to explain insurance coverage, identify customer needs, and recommend appropriate solutions.
Proven ability to build strong customer relationships and support long-term customer retention.
Excellent verbal and written communication skills.
Strong organizational and time management skills, including the ability to manage multiple priorities.
Proficiency with agency management systems, CRM platforms, carrier portals, and Microsoft Office.

Nice To Haves

Experience supporting multiple insurance carriers.
Experience with comparative rating platforms and agency management systems.
Experience helping establish or improve customer service processes within a growing organization.
Demonstrated success identifying cross-sell opportunities while maintaining a customer-first, consultative approach.

Responsibilities

Serve as the primary point of contact for customer service inquiries and respond through phone, email, and other communication channels.
Provide timely, professional, consultative support and build trusted customer relationships by understanding insurance needs and offering thoughtful guidance.
Resolve customer issues efficiently and advocate for the best possible outcome.
Assist with insurance ID cards, policy documents, coverage questions, policy changes and endorsements, billing inquiries, and general account maintenance.
Educate customers on policy coverage, available options, and carrier requirements; coordinate with carriers to resolve concerns.
Support customers throughout the claims process by directing them to carrier resources and providing ongoing assistance as needed.
Monitor outstanding underwriting requirements; coordinate requests for customer documentation, inspections, photographs, and other requirements; and follow up to help meet agency timelines.
Maintain communication with customers about outstanding policy requirements.
Support customer retention through proactive service, addressing concerns, and helping customers understand their coverage.
Identify opportunities for additional coverage or insurance products, educate customers about available solutions, and coordinate with Client Advisors on cross-selling and coverage enhancements.
Maintain complete and accurate documentation in agency management and CRM systems and use agency technology platforms to manage service activity.
Follow standardized workflows, documentation standards, service procedures, agency procedures, carrier requirements, licensing requirements, and insurance regulations.
Identify opportunities to improve operational efficiency, customer experience, and service delivery through technology and process improvements.
Maintain confidentiality of customer information and ensure interactions meet agency quality and compliance standards.
Perform other related duties as assigned, comply with company policies and procedures, and maintain regular and punctual attendance.