Personal Lines Customer Service Representative
Position Overview
The Personal Lines Customer Service Representative (CSR) supports the clients and internal producer partners with day-to-day service needs across the full policy life cycle. This role focuses on responsive client support, accurate processing, and consistent documentation to deliver high-quality customer experience and protect E-and-O standards. To help maintain an organized and welcoming office environment, light day-to-day office support will be required as needed.
Job Title: Personal Lines Customer Service Representative
Location: Northville, MI
Employment Type: Hybrid: In-office four days per week
What You Will Do
Serve as a primary point of contact for client service requests on assigned accounts
Process policy changes and service requests including endorsements, evidence of insurance, ID cards, cancellations, reinstatements, and billing support with speed and accuracy
Assist with new business onboarding by collecting required information, confirming coverage details, and coordinating policy issuance and delivery
Prepare client-ready correspondence and basic coverage summaries, and help explain policy documents in a clear, practical way
Maintain thorough, timely documentation and file hygiene within the agency management system, including notes, activities, attachments, and required fields
Track open items, follow up with carriers and clients, and manage multiple priorities with strong organization and follow through
Partner with producers and account managers to identify rounding and cross-sell opportunities and improve retention through proactive service
Stay current on carrier requirements and workflow expectations impacting property and casualty accounts
Answer the main office phone line, greet callers professionally, and direct calls or take messages for the appropriate team members
Receive, sort, distribute, and prepare incoming and outgoing mail and packages, ensuring items are routed to the appropriate recipients
Provide light day-to-day office support as needed to help maintain an organized and welcoming office environment
What Success Looks Like
Consistently timely, accurate service delivery with minimal rework
On-time renewals supported by complete information gathering and strong follow through
Clean documentation and compliance discipline that supports E-and-O best practices
Strong client satisfaction and dependable internal partnerships with producers and account managers
Qualifications
Requirements
Current Property & Casualty insurance license in good standing
At least 3 years of experience in an independent insurance agency supporting property and casualty accounts
Working knowledge of personal lines coverages, servicing workflows, and carrier processing requirements
Strong organization and follow through across multiple concurrent deadlines
Excellent written and verbal communication, with the ability to support clients professionally and efficiently
High attention to detail and commitment to documentation, compliance, and E&O controls
Nice To Have
Experience with Applied Epic or a comparable agency management system.
Compensation & Benefits
At Tropolis, we prioritize our employees' well-being and financial security. Our comprehensive benefits package includes:
Health, dental, and vision insurance for employees and their families
Short-term and long-term disability insurance for financial protection
401(k) with employer matching to invest in your future
Flexible time off (FTO) to take the time you need
Employee ownership through the Tropolis Purpose Plan, giving every employee a stake in our collective success
Compensation
Pay Range: $50,000-$57,000
Work Arrangement
Hybrid: In-office four days per week