Senior Insurance Customer Service Representative

Senior Insurance Customer Service Representative

We are seeking an experienced Senior Insurance Customer Service Representative to join our team in a remote/work-from-home role. This position is ideal for someone with strong insurance knowledge, excellent client service skills, and the ability to manage day-to-day service needs for both new and existing clients.

The right candidate will be self-motivated, organized, resourceful, and comfortable working independently while still being part of a team. We are looking for someone who is a true problem solver — someone who can figure things out, dig for answers, think through issues, and take ownership instead of waiting to be told every next step.

This role focuses on client service, policy maintenance, retention, and helping to ensure our clients receive the level of care and attention they deserve.

Responsibilities:

• Assist clients with policy questions, coverage changes, billing inquiries, claims questions, and general service needs
• Process endorsements, renewals, certificates, evidence of insurance, cancellations, reinstatements, and other policy-related requests
• Review client accounts and identify opportunities to improve coverage, increase retention, and provide a better client experience
• Communicate with carriers to resolve underwriting, billing, claims, and policy service issues
• Build and maintain strong relationships with clients, carriers, and internal team members
• Help support agency procedures, service standards, and workflow expectations
• Ensure all work is completed accurately, professionally, and in compliance with insurance standards and regulations
• Track client issues, follow up on pending items, and help identify areas for improvement within the service process
• Take initiative to research, troubleshoot, and resolve problems when clear answers are not immediately available

Qualifications:

• Previous experience in insurance customer service, account management, or a related agency role
• Active Property & Casualty License required
• Strong knowledge of personal lines insurance required
• Ability to build rapport with clients and provide a high level of customer service
• Excellent written and verbal communication skills
• Strong attention to detail and follow-through
• Ability to prioritize, multitask, and manage a remote workload effectively
• Comfortable working with agency management systems, carrier websites, email, phones, and other technology
• Resourceful, curious, and willing to figure things out
• A natural problem solver who can work through challenges without needing constant direction
• Self-motivated, dependable, and able to work independently
• Intermediate computer skills

This is a hybrid position. It is best suited for someone who has the insurance experience, discipline, and drive to handle client service needs with limited hand-holding, while having access to carrier resources, agency support, and a team environment.

Company DescriptionTCDS Insurance Agency is a growing independent insurance agency focused on doing right by clients, building strong carrier relationships, and creating a better insurance experience through service, communication, and problem-solving. We value team members who are resourceful, accountable, client-focused, and willing to take ownership. Our agency is not a call center environment. We are looking for people who care about their work, can think through issues, and want to be part of a team that is constantly improving.