COVU

Client Services Representative

• Process endorsements, audits, rating submissions, and policy changes accurately and within deadlines.
• Serve as the first point of contact for inbound client calls, addressing basic coverage or policy questions and routing complex queries to the Account Manager or Account Executive.
• Work daily in Agency Management Systems (AMS) to access policy details, update records, and maintain data accuracy.
• Track, follow up, and close out service tickets using workflow tools and AMS task queues.
• Manage customer interactions with professionalism — over phone, email, and internal notes.
• Partner with Account Managers and Account Executives to maintain high retention and customer satisfaction.
• Lead offshore teammates in processing tasks, checking outputs, and maintaining quality control.
• Identify repetitive or automatable tasks that could be delegated or optimized through technology or AI.

Commercial Lines – Client Service Representative

Account Manager

• Manage all aspects of the renewal process — track expirations, collect updated exposure data, and coordinate with carriers.
• Secure competitive terms, pricing, and coverage based on client needs and carrier appetite.
• Maintain a 95%+ renewal rate through proactive outreach, documentation, and follow-up.
• Identify opportunities for additional coverage or services within the client portfolio.
• Partner with the CSR for servicing tasks and with the AE for client relationship discussions.
• Ensure policies and binders meet regulatory and internal documentation standards.
• Navigate and service accounts primarily across New York, California, and Texas, with the flexibility to handle others.
• Suggest process improvements to reduce service time and improve client outcomes.

Commercial Lines Account Manager

Account Executive

• Serve as the primary contact for clients, agency owners, and producers.
• Advise clients on coverage, endorsements, and risk strategies — ensuring policy accuracy and compliance.
• Own overall book performance, ensuring 95%+ renewal and positive client feedback.
• Lead the Account Manager and CSR within each book, ensuring priorities and deadlines are clear.
• Be responsible for all retention and service metrics — if a client leaves, the AE is accountable for the “why.”
• Direct the sequence of work — delegate tasks appropriately to CSRs and AMs based on urgency and complexity.
• Partner with sales, carrier partners, and regional leads to resolve client issues or negotiate favorable outcomes.
• Identify service gaps, monitor quality of output, and mentor AMs and CSRs toward consistency and precision.

Commercial Lines Account Executive – AE

• Build strong, trust-based relationships with commercial clients
• Review, process, and issue policies, endorsements, certificates, and renewals
• Manage renewals proactively
• Maintain clean client records and communications in our AI-powered system
• Partner with Sales, Underwriting Support, and Customer Success teams
• Identify opportunities to automate or streamline workflows
• Stay informed about P&C market trends, carrier updates, and coverage innovations

Commercial Insurance CSR / Account Manager

Backend Engineer

• Design and implement Twilio-powered voice and messaging services (Voice, Programmable Messaging, Conversations, etc.)
• Build intelligent call flows, custom routing engines, and agent-assist tools
• Develop APIs and backend systems that support softphones, AI routing, and real-time context sharing
• Integrate with third-party AI platforms (e.g., Deepgram, Whisper) via streaming and webhooks
• Handle communication history, transcript storage, and PII-compliant data handling
• Support multi-channel engagement (voice, webchat, SMS, WhatsApp) through unified APIs and event bus
• Ensure observability, uptime, call quality, and scaling to support 100+ concurrent agents
• Collaborate with frontend, AI, and product teams to co-design end-to-end agent workflows

Commercial Lines – Client Service Representative

Commercial Lines Account Manager

Commercial Lines Account Executive – AE

Commercial Insurance CSR / Account Manager

Staff Backend Engineer – Twilio Platform