Customer Service Professional – Personal Lines (Insurance)

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Role Summary

We are hiring a Customer Service Professional to support the Personal Lines book of business at an independent U.S. insurance agency. Renewals of existing policies are the lifeblood of an insurance agency, and this role focuses primarily on serving existing customers — managing inquiries, supporting renewals, maintaining accurate records, and helping retain and grow each policyholder relationship. This role is purpose-built for someone who knows the rhythms of an agency, understands personal lines coverage (auto, home, renters, umbrella, and related products), and can confidently navigate carrier portals and agency management systems. Ideal candidates take personal ownership of every customer interaction and treat retention and renewal work as a craft.

Key Responsibilities

• Serve as the agency's primary customer-facing point of contact for existing Personal Lines customers

• Take personal ownership for resolving customer inquiries through to closure

• Master and execute all assigned customer service workflows consistently and accurately

• Respond to customer inquiries via the customer's preferred channel (phone, email, text, chat) in a professional, timely manner

• Through both behavior and communication, instill confidence in customers that their request is being handled

• Contact clients to confirm receipt of documents and request return of completed forms (applications, signed declarations, change requests)

• Process endorsements, policy changes, certificates of insurance, and renewal documentation

• Quote and present renewal options; flag remarketing opportunities to the producer when appropriate

• Maintain meticulous customer records in the agency management system, including coverage details, communication logs, and document attachments

• Coordinate with carriers on underwriting questions, billing issues, and claims escalations

• Complete administrative and agency systems upkeep tasks (data hygiene, document scanning, file organization)

• Contribute to retention metrics by delivering an exceptional service experience that drives renewal and referral

Required Qualifications

• 2+ years of experience in a customer service, account management, or service representative role

• Direct experience with Personal Lines insurance (auto, home, renters, umbrella, and related personal lines products) — including coverage basics, endorsement processing, and renewal workflows

• Hands-on experience with an agency management system (AMS360, Applied Epic, EZLynx, HawkSoft, QQCatalyst, or similar)

• Familiarity with carrier portals and standard personal lines carriers (Progressive, Travelers, Safeco, Nationwide, Liberty Mutual, or comparable)

• Strong attention to detail and high standard for accuracy across customer records, policy documents, and system entries

• Strong critical thinking and problem-solving skills

• Excellent organizational and time-management skills; able to manage multiple projects and assignments simultaneously

• Strong interpersonal skills (both written and verbal)

• Ability to embrace change and work in a fast-paced environment

• Fully fluent in English

• Ability to work U.S. business hours (PT, CT, or ET)

• Ability to commit long-term and full-time

Preferred Qualifications

• Active Property & Casualty (P&C) insurance license, or willingness and ability to obtain one

• Experience at an independent insurance agency (vs. captive or direct writer)

• Multi-state personal lines experience

• Familiarity with comparative raters (EZLynx Rating, PL Rating, Quomation, or similar)

• Experience handling claims first notice of loss (FNOL) and coordinating with carrier claims teams

• Spanish fluency, especially for client communication

• Bachelor's degree or relevant industry coursework

Tools & Technologies

• AMS360, Applied Epic, EZLynx, HawkSoft, QQCatalyst, carrier portals (Progressive Agent, Travelers Agent, Safeco Now, Nationwide Express), comparative raters, DocuSign, Microsoft Office, Google Workspace, Slack, Zoom, agency phone systems (RingCentral, Dialpad)

Core Competencies

• Customer-obsessed; treats every interaction as a chance to earn long-term loyalty

• Detail-driven across records, forms, and policy data

• Calm and reassuring under customer pressure

• Proactive problem-solver who closes loops without being asked

• Reliable and consistent in meeting service-level commitments

• Highly organized across many concurrent customer requests

• Curious about coverage, products, and carrier nuances

• Professional in tone, conduct, and communication

What We Offer

• Best salaries in the industry

• Work from anywhere permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Additional benefits

This is a full-time, long-term role, dedicated exclusively to one of our clients. All roles at Persona are 100% work-from-anywhere. Once hired, we will carefully match you to a client company that best suits your career background, skills, and goals.