What are the responsibilities and job description for the Customer Service Representative (Insurance) position at Insurance World Agency?
Company Description
At Insurance World Agency (IWA), we help individuals and businesses navigate insurance with clarity and confidence. From auto and home to commercial coverage, our goal is to simplify the process and deliver tailored solutions at competitive rates. As a growing independent agency based in Downers Grove, IL, we pride ourselves on responsive service, strong carrier relationships, and a client-first approach.
Role Description
This is a full-time, on-site role based in Downers Grove, IL for a Customer Service Representative (CSR).
This role is focused on day-to-day policy servicing and client support, including handling service requests, processing policy changes, and ensuring timely and accurate communication with clients and carriers.
Key Responsibilities:
- Assist clients with policy servicing requests (endorsements, changes, renewals)
- Generate and manage Certificates of Insurance (COIs)
- Handle incoming calls and respond to client inquiries professionally
- Process policy updates and maintain accurate client records
- Follow up on billing issues, payments, and account balances
- Manage policy cancellations, reinstatements, and related communications
- Work with insurance carriers to complete service requests
- Support internal team members with account management tasks
- Deliver a high level of customer service and responsiveness
Qualifications
- Strong customer service and communication skills
- High attention to detail and organizational ability (critical for policy servicing, COIs, and billing follow-ups)
- Ability to manage multiple tasks and prioritize effectively
- Professional and confident phone presence
- Comfortable working in an in-office, team-oriented environment
Preferred:
- Prior experience in an insurance agency (CSR or Account Manager role)
- Experience handling Certificates of Insurance (COIs)
- Familiarity with billing, cancellations, and reinstatements
- Experience with CRM or agency management systems
Compensation and Growth
- Entry-level compensation (hourly, based on experience)
- Opportunity to gain hands-on experience in the insurance industry
- Clear path for growth into higher-paying roles within the agency over time