Client Service Advocate

Commercial Insurance Associates

About the Role

The Customer Service Advocate is an entry-level position focused on assisting with generating certificates of information, policy endorsements, and fundamental customer service.

Key Responsibilities

• Generate COIs according to contract and/or insurance requirements.
• Send policy change requests to carriers and pull endorsements from carrier websites to be filed in Epic (ERP system).
• Issue policy endorsements and transactions; forward invoice/endorsement to client with breakdown and premium.
• Pull 5-year Loss runs for all lines at renewals, and monthly/quarterly for monitored clients.
• Create and update claim status and monitor policy renewal time frames.
• Abate claims by filing with the carrier; keep insured updated on status and send subsequent loss runs.
• Print policies and create binders with renewal policies for Producers.
• Run Epic reports, including policy expiration.
• Handle daily requests from insured for certificates, policy changes (endorsements/cancellations/billing), and provide requested documentation.
• Process audits in Epic and notify Client Manager and Producer of premium changes; forward audit findings to insured and Producer with results/breakdown.
• Access customer accounts and policy schedules.
• Maintain and update all location, property, vehicle, and equipment spreadsheets.
• Set-up new clients and prospects in EPIC Account Management System.
• Attend and participate in job-related classes and webinars.
• Other duties as assigned.

Requirements & Tech Stack

• Ability to meet deadlines.
• Exhibit great attention to detail.
• Communicate in a positive manner.
• Communicate professionally and clearly.
• Thorough understanding of software, systems, business procedures, and problem-solving.
• EPIC, CSR24, and Indio workflow standards and maintenance of documentation.
• Strong organizational skills and ability to multitask while paying close attention to detail.
• Microsoft Office product experience (Word, Excel, and PowerPoint) as well as Adobe PDF.

Qualifications

• Excellent verbal and written communication skills.
• Ability to de-escalate tense client interactions while providing a timely solution.
• 1+ years of commercial insurance experience.