Title: Insurance Customer Service Representative II  

We are seeking a CSR II is an experienced service professional responsible for commercial policy servicing, technical insurance support, and resolution of complex account issues. This role works independently, supports higher-level servicing activities, and serves as a resource for the support team. The CSR II is expected to demonstrate strong technical knowledge, accuracy, and ownership while supporting service excellence across the agency. 

Essential Functions & Responsibilities 

• Process complex Certificates of Insurance (COIs), Evidence of Property Insurance (EPIs), endorsements, cancellations, and reinstatements  
• Complete policy processing, policy maintenance, and data management within the agency management system (AMS & WorkSmart)  
• Review and interpret policy forms, endorsements, and carrier communications to ensure accuracy and completeness  
• Review policy checking results and ensure coverage, forms, and documentation are accurate  
• Manage automatic renewals and collect renewal updates and supporting information  
• Prepare Statements of Values (SOVs), coverage summaries, loss run requests, and Motor Vehicle Reports (MVRs)  
• Process audits, agency bill invoicing, incoming mail, downloads, and document management activities  
• Independently resolve complex service issues while maintaining service quality and accuracy standards  
• Maintain working knowledge of commercial coverages, including General Liability, Workers Compensation, Business Auto, Property, Umbrella, Professional Liability, Cyber Liability, and Management Liability. 
• Assist with quality control efforts by reviewing work for accuracy and identifying opportunities to improve workflows and efficiency  
• Participate in training initiatives and departmental process improvement efforts  
• Support department service standards by helping manage team workload, meeting service expectations, and ensuring timely completion of assigned tasks  
• Adhere to agency SOPs, service standards, and best practices to ensure consistent and accurate service delivery. 

Required Skills & Attributes 

• Strong knowledge of commercial insurance coverages, policy forms, endorsements, and servicing processes  
• Ability to review policies for accuracy and identify coverage discrepancies  
• Strong analytical, problem-solving, and organizational skills  
• Ability to manage multiple priorities and deadlines with minimal supervision  
• Strong communication and customer service skills  
• Proficiency with agency management systems (AMS) and carrier technology platforms  
• Strong attention to detail and commitment to quality standards  
• Proficient knowledge of Microsoft Office Suite (Word, Excel, Outlook) and the willingness to learn and use all computer programs as required.  
• Maintain confidential information with the utmost discretion; consistently adheres to all applicable privacy, compliance, and regulatory requirements. 

Education & Experience 

• High school diploma or GED required. Relevant experience may be considered in lieu of formal education requirements.  
• Active Property & Casualty (P&C) insurance license required.  
• Minimum of two (2) years of commercial insurance experience. 

Work Schedule & Environment 

This is a full-time position, and hours of operation for the office are typically Monday through Friday, 8:30a.m. to 5:30p.m.  Occasional overtime may be required.  

Remote/Hybrid/In Office (dependent on location) 

Compensation 

Salary Range: $51,000.00 -  $57,000.00 per year dependent on experience  

Benefits 

• Medical, dental, and vision insurance 
• FSA (traditional & dependent care) 
• Supplemental insurance options (STD, LTD, Life/AD&D, LTC) 
• 401(k) with Safe Harbor employer contribution 
• PTO, floating holidays, sick leave, and paid holidays 
• Paid leave programs (jury duty, parental, volunteer, disability) 
• Employee Assistance Program & discount programs 
• Designation course reimbursement 

About Poms & Associates: 

At Poms & Associates, we redefine the insurance experience by offering innovative solutions for both business and personal insurance needs. With decades of experience and expertise, we are dedicated to helping clients stay protected and prepared. We believe that knowledge is the key to effective insurance and that proactive risk management is the smartest way to insure. 

For more information about the company, please visit our website: https://www.pomsassoc.com/ 

Please note: We are not accepting phone inquiries regarding the status of applications. Only qualified candidates will be contacted. Additionally, we are not working with agencies or third-party recruiters at this time. Thank you for your understanding.  

Poms & Associates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Poms & Associates complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.