Insurance Customer Service Specialist

The Insurance Customer Service Specialist supports customers across personal lines, commercial lines, and life and health insurance by handling phone and email inquiries, policy servicing requests, and billing and payment questions. Working with the customer service manager, service team, branch manager, agents, operations staff, claims supervisors, and adjusters, this role resolves routine issues independently, processes policy changes within established guidelines, and supports agents without decision-making authority. The position offers development opportunities toward Account Manager, or Senior Customer Service Specialist roles.

Responsibilities

• Respond to policy inquiries and explain coverage across supported insurance lines.
• Assist customers with claims-related questions and coordinate with claims supervisors and adjusters.
• Process customer account updates and policy changes within established guidelines.
• Process premiums and address billing and payment questions.
• Manage insurance documents and maintain compliance documentation.
• Support quote preparation and renewal coordination.
• Resolve routine customer complaints independently and escalate issues when appropriate.
• Provide phone and email support while assisting agents and service teams.

Preferred Qualifications

• One or more years of experience in insurance customer service.
• High school diploma or equivalent.
• New York State Personal Lines OR Property & Casualty insurance producer license. (must be able to obtain)
• Experience with customer relationship management (CRM) systems and Microsoft Office.
• Strong active listening, conflict resolution, and written communication skills.

Our mission at the Jacquelyn Howell State Farm Insurance Agency is to help people manage the risks of everyday life, recover from the unexpected and realize their dreams. We are located in Commack, NY and help customers in NY, NJ, CT and PA with their insurance and financial services needs.