Position Summary

Serve as the primary service contact for commercial accounts, delivering dependable policy support while protecting producer capacity for growth. Coordinate renewals, audits, changes, certificates, and claims communication; support personal lines renewal monitoring and service requests; and maintain accurate records in EZLynx. Work with producers, the Client Retention & Specialty Lines Advisor, and operations leadership to retain clients and deliver a remarkable experience.

Core Responsibilities

· Account service and policy questions: Manage commercial policy administration, endorsements, certificates, evidence of insurance, billing inquiries, and carrier follow-up. Handle personal and commercial lines changes and service requests within licensing, training, and agency authority. Explain policy terms, coverages, and deductibles clearly; refer complex recommendations to the appropriate advisor.

· 120-day renewal monitoring: Monitor the 120-day report for both personal and commercial lines. Confirm renewal receipt or policy download, initiate or coordinate missing renewal follow-up, track outstanding information, and flag premium or coverage concerns for the responsible teammate.

· Commercial renewal preparation: Prepare 90 days before renewal for Client Retention team member. Obtain loss runs and updated payroll, sales, operations, vehicle, and other exposure information. Prepare renewal summaries, identify coverage gaps or remarketing opportunities, and coordinate strategy with the producer.

Commercial renewal contact standards — based on total account premium:

· Under $5,000: Complete the renewal workflow; no routine call required unless concerns or circumstances warrant outreach.

· $5,000 to under $10,000: Call the client in addition to completing the renewal workflow. Schedule a review appointment with Client Retention team member or Producer

· $10,000 and above: Notify the producer to call the client and review renewal information; track follow-through.

· Premium audits: Monitor commercial audit requests and deadlines, help clients gather required records, follow up on completion, review results for apparent discrepancies, and coordinate questions or disputes with the carrier.

· Agency claims advocacy: Assist with First Notice of Loss reporting, record reported claims and contacts in EZLynx, coordinate communication among clients, adjusters, and producers, and monitor follow-up when appropriate. Escalate delays and complex concerns. Coverage and settlement decisions remain with the carrier or authorized claims professional.

Agency Processes & Team Support

· Cancellation and nonpayment: Manage the agency cancellation and nonpayment workflow: monitor notices and deadlines, contact clients according to agency procedures, document outreach, coordinate payment or reinstatement inquiries with carriers, and track confirmed outcomes. Escalate urgent or unresolved items.

· Documentation and accuracy: Maintain clear EZLynx notes, policy documents, signed rejection forms when required, and follow-up tasks. Record client communications and service activity, follow agency and carrier procedures, and identify the owner and next action for open items.

· Workload and collaboration: Keep service work moving, communicate capacity concerns early, and escalate complex requests. Support producers and coordinate cross-line needs with personal lines staff. Use established workflows and shared support to maintain sustainable workloads and reliable handoffs.

· Community involvement and marketing: Participate in agency community activities and assist with advertisements, educational materials, and social media content. Coordinate with leadership and obtain agency approval before publication.

· Podcast assistance: Support topic planning, guest coordination, scheduling, preparation, recording logistics, and promotion as assigned.

Client service, urgent notices, renewals, audits, and claims follow-up take priority. Leadership will schedule marketing and podcast assignments around service capacity.

Service Standards & Performance

Target endorsement completion within 48 hours, same-day certificates, and service backlog under 48 hours. When carrier action or missing information prevents completion, document the reason, communicate status, and maintain follow-up.

Performance measures include renewal preparation and 120-day report follow-through; audit completion; documentation accuracy; claims communication; cancellation/nonpayment follow-through; client feedback; and effective team support. The role contributes to the agency’s retention goal of 90% or higher and producer productivity.

Qualifications

· Licensing: Property and casualty license required, or ability to obtain within 30 days of hire. Licensed activities may begin only after appropriate licensing is in place. Maintain continuing education.

· Experience: Two or more years of commercial insurance service experience preferred. Familiarity with general liability, commercial auto, property, workers compensation, umbrella, and inland marine coverage. EZLynx experience preferred; comfort supporting personal lines requests.

· Skills: Accurate documentation, attention to detail, professional communication, organization, proactive follow-through, and a team-oriented approach. Ability to prioritize multiple requests and learn agency technology; interest in community and marketing support is helpful.

Compensation & Development

Competitive salary based on experience, licensing and continuing education support, professional development opportunities, and performance-based bonuses tied to agency goals.