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