Personal Lines Customer Service Representative

Position Overview 

The Personal Lines Customer Service Representative (CSR) supports the clients and internal producer partners with day-to-day service needs across the full policy life cycle. This role focuses on responsive client support, accurate processing, and consistent documentation to deliver high-quality customer experience and protect E-and-O standards.  To help maintain an organized and welcoming office environment, light day-to-day office support will be required as needed.

Job Title:  Personal Lines Customer Service Representative 
Location: Northville, MI 
Employment Type:  Hybrid: In-office four days per week 

What You Will Do 

• Serve as a primary point of contact for client service requests on assigned accounts 

• Process policy changes and service requests including endorsements, evidence of insurance, ID cards, cancellations, reinstatements, and billing support with speed and accuracy 

• Assist with new business onboarding by collecting required information, confirming coverage details, and coordinating policy issuance and delivery 

• Prepare client-ready correspondence and basic coverage summaries, and help explain policy documents in a clear, practical way 

• Maintain thorough, timely documentation and file hygiene within the agency management system, including notes, activities, attachments, and required fields 

• Track open items, follow up with carriers and clients, and manage multiple priorities with strong organization and follow through 

• Partner with producers and account managers to identify rounding and cross-sell opportunities and improve retention through proactive service 

• Stay current on carrier requirements and workflow expectations impacting property and casualty accounts 

• Answer the main office phone line, greet callers professionally, and direct calls or take messages for the appropriate team members 

• Receive, sort, distribute, and prepare incoming and outgoing mail and packages, ensuring items are routed to the appropriate recipients 

• Provide light day-to-day office support as needed to help maintain an organized and welcoming office environment 

What Success Looks Like 

• Consistently timely, accurate service delivery with minimal rework 

• On-time renewals supported by complete information gathering and strong follow through 

• Clean documentation and compliance discipline that supports E-and-O best practices 

• Strong client satisfaction and dependable internal partnerships with producers and account managers  

Qualifications 

Requirements 

• Current Property & Casualty insurance license in good standing 

• At least 3 years of experience in an independent insurance agency supporting property and casualty accounts 

• Working knowledge of personal lines coverages, servicing workflows, and carrier processing requirements 

• Strong organization and follow through across multiple concurrent deadlines 

• Excellent written and verbal communication, with the ability to support clients professionally and efficiently  

• High attention to detail and commitment to documentation, compliance, and E&O controls 

Nice To Have 

• Experience with Applied Epic or a comparable agency management system. 

Compensation & Benefits 

At Tropolis, we prioritize our employees' well-being and financial security. Our comprehensive benefits package includes: 

• Health, dental, and vision insurance for employees and their families 

• Short-term and long-term disability insurance for financial protection 

• 401(k) with employer matching to invest in your future 

• Flexible time off (FTO) to take the time you need 

• Employee ownership through the Tropolis Purpose Plan, giving every employee a stake in our collective success 

Compensation 

Pay Range: $50,000-$57,000 

Work Arrangement 

• Hybrid: In-office four days per week 

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