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