Customer Service Representative

Team Focus Insurance Group

Customer Service Representative supporting personal lines insurance clients for FOCUS, a provider of cloud-based administration solutions and services for P&C insurers. Handling calls, chats, policy transactions, billing questions, endorsements, cancellations, and agent support remotely across the USA.

Posted 8/7/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Personal Lines Insurance operations, including effective communication and problem-solving skills to manage customer inquiries and policy-related requests. Proficient in using automated systems for documentation and endorsement processing while maintaining call quality and efficiency metrics.

Highest-signal resume keywords

Personal Lines Insurance ExperienceProperty/Casualty Insurance KnowledgeCall Quality ManagementAutomated Systems ProficiencyDocumentation Accuracy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Policy ProcessingEndorsement ChangesCancellation RequestsCustomer Relationship ManagementCall Metrics ManagementDocumentation ReviewTransaction ProcessingPolicy Payments HandlingProblem DiagnosisWorkflow Management

Soft Skills

Effective CommunicationCustomer Service OrientationProblem-SolvingTime ManagementRelationship Building

Tools & Technologies

Automated Systems

Industry Keywords

Personal Lines InsuranceHomeowners InsuranceProperty InsuranceCasualty InsuranceInsurance Policy Elements

About the role

Key responsibilities & impact

Answer inbound calls or chats from clients and/or agents regarding personal lines insurance policies
Answer policy questions, process endorsement changes and cancellation requests, address policy payments and billing questions, and provide requested documentation
Diagnose customer requests, provide solutions, and balance customer needs with company and carrier guidelines
Manage call metrics including call quality, average handle time, availability, and hold times
Prioritize and manage workflow to process transactions efficiently, timely, and accurately according to standard operating procedures
Develop customer relationships via telephone and chat
Own each call through resolution and complete necessary follow-up
Use automated systems to review and issue non-premium-bearing endorsements, answer questions, and document conversations and files
Request documentation needed to process endorsements and cancellations
Communicate with program individuals and teams to expedite customer requests
Review, organize, and forward information to other areas
Assist agents with policy-related and system-related questions

Requirements

What you’ll need

Two (2) years of agency experience in Personal Lines, including homeowners and other lines; or equivalent combination of education and experience
Knowledge of Property/Casualty Insurance operations and policy elements preferred
Ability to answer inbound calls and chats and handle customer requests through resolution
Ability to manage call-quality, average-handle-time, availability, and hold-time metrics
Ability to use automated systems to review and issue non-premium-bearing endorsements
Ability to document conversations and files accurately
Ability to request and process documentation for endorsements and cancellations
Ability to assist agents with policy-related and system-related questions
Ability to sit for extended periods and perform the listed physical duties
Ability to occasionally lift and/or move up to 15 pounds
Position cannot be performed in California, Colorado, New York, or Washington

Benefits

Comp & perks

Medical, Dental, Vision, Life, Pet
Flexible Spending Account
Competitive Salaries
401K Match
Personal Days
PTO Days
12 Paid Holidays
Two Paid Days for Volunteer Service
Paid Parental Leave
Short and Long-Term Disability
Employee Support Programs, Including Mental Health
Tuition Reimbursement
Matching Charitable Gift Program
Lucrative Referral Program
Commuter Benefits
Remote and Hybrid Opportunities Available
Development and advancement opportunities
Support of outstanding leaders and teammates