Underwriter CL, Associate

About the Role

The Underwriter Associate CL - I provides high-quality, concierge-level service to insureds and agents by managing various servicing functions across small to mid-sized commercial accounts. The role is responsible for handling incoming calls and tasks including service requests, renewals, billings, cancellations, setting up new business, and providing timely communication and updates to all clients. The Underwriter Associate CL-I plays a vital role in delivering accurate and efficient support across the policy lifecycle, while ensuring service standards and regulatory compliance are met.

Key Responsibilities

• Customer & Agent Servicing (Calls, Emails, and Tasks) (40%)
• Receive incoming phone calls and service tasks related to: policy document requests, billing inquiries, renewal reviews, claims, cancellation inquiries, and reinstatement inquiries.
• Communicate professionally with insureds, agents, and underwriters.
• Confirm binding of policy renewals.
• Provide billing and task updates.
• Review potential cancellations and policy status.
• Answer general coverage questions.
• Support agents by preparing documents and handling service requests on their behalf.
• Policy Processing & Account Management (35%)
• Locate new or renewal policies in the system, review for accuracy, and ensure timely delivery to policyholders.
• Set up accounts in agency systems and process FNOS (First Notice of Service) and FNOS Renewal tasks accurately.
• Maintain proper documentation and tracking of all servicing tasks.
• Follow up on outstanding items to ensure all requests are resolved within established timelines.
• Retention & Renewal Support (15%)
• Review policy expirations in advance of renewal dates and ensure timely communication with underwriters and clients.
• Process insured-requested cancellations and conduct “White Glove” pre-cancellation outreach to retain business and mitigate risk.
• Provide support in identifying and assisting with issues in new line quote submissions.
• Claims Intake & Coordination (10%)
• Intake claim information from insureds and initiate the reporting process with the carrier.
• Ensure all claim-related activities are documented and communicated promptly to the appropriate parties.
• Service Center Flex Team
• Participates as a member of the Service Center Flex Team; can expect to be cross-trained in other units/areas and should be prepared to assist with workload in those areas throughout the workday as business needs require.

Requirements & Tech Stack

• Technical Skills:
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience with agency management systems such as EZLynx or similar platforms.
• Ability to operate office equipment: scanners, copiers, fax machines, calculators.

Qualifications

• Basic customer service experience and/or insurance experience.
• Prior call center or high-volume customer service experience is a plus.

This position is not able to be performed in California, Colorado, New York or Washington.