Customer Service Representative

San Clemente, CA • On-site

$60K - $80K/yr

Full-time

Medical, PTO

Join a high-performing, nationally ranked insurance agency. The Mundell Insurance Agency is expanding, and we have an opening for a full-time Licensed Customer Service Representative (CSR). If you are passionate about delivering exceptional customer service and thrive in a fast-paced environment, this could be the career opportunity for you!

Base Salary - $60,000 -$80,000 Based on experience Bonus Opportunities

Benefits

Annual Base Salary Bonus Opportunities

Mon-Fri Schedule

Career Growth Opportunities

Hands on Training

Holidays Off

Team Meetings

Licensing Assistance

Base Salary Plus Commissions

Long-Term Career Growth

Bonus Opportunities

Weekends Off

Paid Time Off (PTO)

Breville Espresso / Coffee

Health Insurance Stipend

Health Insurance

Responsibilities

• Own the renewal and underwriting process by tracking required documents, forms, photos, and signatures through our CRM to ensure nothing falls through the cracks and all carrier deadlines are met.
• Manage workflows inside our CRM, keeping tasks organized, following up proactively, documenting every interaction, and ensuring each client file moves from start to finish on time.
• Answer incoming phone calls, texts, and emails quickly, professionally, and with a high level of customer service.
• Help clients with policy changes, endorsements, billing questions, and coverage requests for home, auto, umbrella, renters, landlord, and commercial insurance.
• Work directly with insurance carriers and underwriters to resolve underwriting issues, satisfy requirements, and prevent cancellations or non-renewals.
• Issue Certificates of Insurance (COIs), Evidence of Insurance (EOIs), mortgagee updates, and lender requests.
• Maintain detailed documentation in our agency management system and follow our service process on every client interaction.
• Immediately hand off all new sales opportunities to the sales team so every lead receives a fast response.
• Schedule life insurance appointments for the sales team and gather preliminary client information.
• Identify cross-sell opportunities while servicing existing clients and create warm introductions for the sales team.
• Coordinate with escrow officers, lenders, property managers, contractors, and insurance carriers to keep transactions moving and clients informed.
• Deliver a high level of customer service while building long-term relationships and ensuring every client feels taken care of.

Requirements

• California Property & Casualty License.
• Highly detail-oriented. This is the most important requirement for this role. You enjoy keeping projects organized, following processes, and making sure nothing falls through the cracks.
• Highly organized with excellent time management skills and the ability to manage multiple priorities at once.
• Self-motivated with a strong work ethic. Takes ownership, follows through, and consistently meets deadlines.
• Coachable and open to feedback, with a willingness to learn and continuously improve.
• Positive, high-energy attitude with a professional, compassionate, and personable approach to client service.
• Team-first mindset. Friendly, dependable, easy to work with, and contributes to a positive office culture.
• Excellent written, verbal, and active listening communication skills.
• Comfortable talking with clients over the phone and using technology, with the ability to quickly learn new software and agency processes.
• Ability to prioritize tasks, stay organized in a fast-paced environment, and consistently follow established workflows.