About the role
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