Job Details

Job Description: Commercial Lines Customer Service Representative (CSR)

Job Title: Commercial Lines Customer Service Representative

Location: Timonium, MD 21903

Reports to: SVP, Operations

Department: Commercial Lines

FLSA Status: Non-exempt, hourly

Job Purpose:

The Commercial Lines Customer Service Representative (CSR) supports Account Managers and agency operations by providing exceptional service to clients, processing policy changes, assisting with renewals, and maintaining accurate documentation within the Agency Management System. This role is responsible for responding to client requests, coordinating policy updates, supporting marketing efforts, and ensuring all service activities are completed accurately and in a timely manner. The CSR contributes to strong client relationships and the overall efficiency of the Commercial Lines team.

Key Responsibilities:

1. Client Service & Support

• Respond to client inquiries by phone or email and process change requests as needed.
• Provide timely assistance with ID cards, certificates, endorsements, cancellations, and other service requests.
• Maintain professional and positive communication with clients, carriers, and internal team members.
• Support Account Managers by assisting with renewals, policy reviews, and preparing client documents.

• Ensure all service activity is accurately documented in the Agency Management System.
• Process policy changes, confirmations, cancellations, and reinstatements on the same day whenever possible.
• Maintain organized, up-to-date client files in accordance with agency standards.
• Input notices such as cancellations, payment updates, and late notices into the system.

• Assist Account Managers with marketing activities, including gathering underwriting information and preparing submission materials.
• Support the preparation of proposals and coverage comparisons for new and renewal business.
• Coordinate with carriers when additional information or clarification is required.

• Follow internal procedures to ensure accuracy, consistency, and compliance with agency workflows.
• Manage assigned tasks and service deadlines while balancing multiple competing priorities.
• Proactively communicate with Account Managers to ensure alignment and timely completion of activities.

• Maintain effective working relationships with Account Managers, Producers, carriers, and internal team members.
• Represent the agency with professionalism, courtesy, and a high standard of customer service.
• Participate in team meetings and contribute to a positive, collaborative work environment.

• High School Diploma or equivalent required.
• Minimum of 3 years of insurance or related business experience preferred.
• Property & Casualty (P&C) insurance license required, or must be obtained within the first three (3) months of employment.

• Strong understanding of commercial insurance terminology, coverages, and service workflows.
• Proficiency in Microsoft Office applications, including Word and Excel.
• Experience with Applied Epic, AMS360, HawkSoft, or similar agency management systems.
• Excellent attention to detail and accuracy in a high-volume, fast-paced environment.
• Strong verbal and written communication skills.
• Ability to prioritize tasks, manage time effectively, and adapt to changing workflows.
• Professional demeanor with the ability to work both independently and as part of a team.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Reasonable accommodations may be made to assist individuals with disabilities to perform essential job functions.