Sr Client Service Representative

Summary

The Senior Client Service Representative (CSR) is a seasoned professional responsible for facilitating renewals, providing support to specific producers and/or strategic accounts, and addressing daily client inquiries and issues.  The position involves account support for Property & Casualty accounts and might also include support for Specialty business.  This role requires a licensed individual with advanced knowledge of insurance products and regulations, as well as exceptional communication and relationship-building skills.  Active progress toward industry designations (CISR, CIC, or similar) is required.

Why Jewelers Mutual

Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.


What You'll Do

• Training and Mentorship: Mentor and coach junior CSR staff, providing training, feedback, and professional development opportunities to enhance team performance and service delivery
• Renewal Facilitation: Retain clients by building strong relationships and ultimately becoming a strategic business partner.  In collaboration with producer partners, coordinates and facilitates policy renewals, ensuring timely and accurate completion of renewal processes for complex accounts and/or a larger book of business.  Communicates with clients regarding renewal options, premiums, and any necessary updates or changes to their policies.
• Producer Support: Provide assistance to specific 1099 producers as needed, supporting their client service and sales activities.  Collaborate with producers to understand client needs and preferences, offering support in meeting client expectations.
• Client Support: Ensure client satisfaction by delivering high-quality service and resolving issues in a timely manner.  Address daily client inquiries, concerns, and issues promptly and effectively, either independently or in coordination with producers.  Assist clients with policy-related questions, coverage inquiries, claims assistance, and other service-related matters.
• System and Policy Compliance: Maintain accurate client records, policy documentation, and renewal schedules.  Process policy endorsements, amendments, and other administrative tasks accurately and efficiently.  Assist with maintaining compliance with industry regulations and agency standards.
• Process Improvement: Identify opportunities for process improvement and contribute ideas to enhance operational efficiency and client service delivery.  Contribute to the development and implementation of client service standards, best practices, and performance metrics, fostering a culture of continuous improvement and excellence.
• Confidentiality: Maintain strict confidentiality in handling client information and adhere to all privacy regulations and protocols.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications 

• High school diploma or equivalent; additional education is a plus.
• 4+ years of experience in insurance client service, support, or related roles preferred, with a track record of success in managing complex accounts and delivering exceptional service
• Active Property & Casualty insurance license required
• Achievement or active progress toward industry designation preferred, such as CISR (Certified Insurance Service Representative), CIC (Certified Insurance Counselor), or similar
• Advanced knowledge of insurance products, coverage options, and regulatory requirements, with a focus on Commercial and Specialty markets
• Proven ability to thrive in a dynamic, fast-paced environment and adapt to changing priorities and business needs
• Excellent communication and interpersonal skills
• Ability to work collaboratively with producers and other team members
• Proficiency in using computer applications and agency-specific software
• Detail-oriented with excellent organizational and time management skills

What We Offer You

• Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes.
• Great Place to Work® Certified: Join a team recognized for an