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Brightway Insurance · 8 hours ago

Senior Customer Service Representative

Boca Raton, FL

Full-time

Onsite

Mid, Senior Level

3+ years exp

Brightway Insurance is seeking a Senior Customer Service Representative to support the daily operations of the agency. The role involves providing advanced customer service, policy support, and account management while acting as a primary point of contact for clients and ensuring compliance with state and carrier requirements.

Insurance

Hiring Manager

Joe Reilly

Responsibilities

Serve as the main contact for policyholders, delivering high-quality service via phone, email, and in-person interactions

Handle complex customer inquiries related to coverage, billing, claims, renewals, and endorsements

Assist clients with policy changes, cancellations, reinstatements, and general account updates

Review client accounts to ensure accuracy and identify gaps in coverage or service needs

Process endorsements, certificates of insurance, evidence of insurance, bind requests, and other policy documentation

Support new business and renewal processes by gathering required information and preparing applications

Verify policy accuracy, rating information, and carrier guidelines prior to final processing

Coordinate with insurance carriers on underwriting requirements, coverage questions, and policy adjustments

Guide clients through the claims filing process and provide follow-up as needed

Act as a liaison between carriers, adjusters, and policyholders to ensure timely updates

Provide guidance and support to junior CSRs and team members

Assist in workflow improvement, procedure updates, and best-practice implementation

Maintain compliance with all state regulations, company policies, and carrier requirements

Build strong client relationships through responsive service and proactive communication

Identify opportunities for cross-selling or up-selling appropriate P&C products (within 4-40 license permissions)

Support retention efforts by reviewing renewal options and assisting in remarketing when needed

Qualification

Florida 4-40 LicenseCustomer service experienceInsurance management systemsInsurance productsCommunication skillsProblem-solving skillsOrganizational skillsWork independently