Customer Advocate / Customer Service Representative Needed!
Location: Baltimore County
Position Overview
The Customer Advocate serves as a key point of contact for clients, providing day-to-day support for commercial insurance accounts. This role focuses on maintaining strong client relationships, processing insurance documentation, and acting as a liaison between clients and insurance carriers. The ideal candidate is detail-oriented, responsive, and experienced in supporting commercial lines accounts.
Key Responsibilities
Policy & Account Support
Process certificates of insurance (COIs), insurance binders, auto ID cards, endorsements, and policy renewals
Assist with policy maintenance and ensure accuracy of coverage documentation
Client Relationship Management
Serve as a primary contact for client inquiries via phone and email
Provide timely, professional responses to questions related to policies, coverage, and documentation
Build and maintain positive, trust-based client relationships
Carrier Coordination
Act as a liaison between clients and insurance carriers to facilitate requests and resolve issues
Support marketing and renewal efforts as needed
Information & System Management
Update and maintain client, contact, and policy information within agency management systems
Ensure records are accurate, complete, and up to date
Billing & Claims Support
Respond to billing inquiries and assist with payment-related questions
Process cancellation notices and reinstatements
Support claims-related requests, including gathering documentation and assisting with loss runs
Qualifications & Skills
Previous experience in insurance customer service or account support, preferably with commercial lines
Strong written and verbal communication skills
High attention to detail and ability to manage multiple priorities
Proficiency with agency management systems and standard office software
Customer-focused mindset with a problem-solving approach
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.