Client Service Advocate

CIA - Commercial Insurance Associates; Nashville (TN); On-site; USD 36,000 - 60,000; Full time

Job summary

CIA - Commercial Insurance Associates in Nashville, TN is seeking an entry-level Client Service Advocate to assist with COIs, endorsements, and core client services. You will respond to requests, review policies when initiated or upgraded, and support when needed.

This role focuses on accuracy, deadline-driven work, and clear communication; you'll train toward becoming a client manager while handling certificates, policy changes, and routine audits in Epic/CSR systems.

Qualifications

• Excellent verbal and written communication skills and ability to de-escalate tense client interactions while providing a timely solution to their concerns.
• EPIC, CSR24, and Indio workflow standards and maintenance of documentation.
• Strong organizational skills and ability to multitask while paying close attention to detail.
• Microsoft Office product experience (Word, Excel, and PowerPoint) as well as Adobe PDF.

Responsibilities

• Generate COIs to be issued according to the insureds contract and/or insurance requirements.
• Send policy change requests to carriers and pull endorsements from carrier website to be filed in Epic (ERP system).
• Issue policy endorsements and transactions and forward invoice/endorsement to client with breakdown of the endorsement, including premium.
• Pull 5-year Loss runs for all lines at renewals, and monthly/quarterly for clients that are being monitored and create and update claim status and monitor policy renewal time frames.
• Abate claims by filing them with the carrier and keep the insured updated as to the status and send subsequent loss runs to the Insured.
• Print policies and create binder with renewal policies for Producers to drop off to client.
• Handle all daily requests from insured for certificates, policy changes (endorsements/cancellations/billing), and provide requested documentation as needed.
• Process audits in Epic and notify Client Manager and Producer of changes in premium; forward the audit finding to insured and Producer with results/breakdown.
• Access customer accounts and policy schedules.
• Maintain and update all location, property, vehicle, and equipment spreadsheets.
• Set-up new clients and prospects in EPIC Account Management System.
• Attend and participate in job related classes and webinars.
• Other duties as assigned by this position’s manager.

Skills

Communication

De-escalation

Multitasking

MS Office

Adobe PDF

Tools

EPIC

CSR24

Indio

Job description

The Client Service Advocate is an entry level position that assists with generating certificates of information, policy endorsements and fundamental customer service skills. In this role, CSAs will be responsible for answering customer requests and providing exemplary service to customer accounts. They may also be required to review a customer’s policy and assist when a policy needs to be initiated or upgraded (endorsement). CSAs are typically in training to become a client manager.

Essential Job Functions and Responsibilities

Ability to meet deadlines, exhibit great attention to detail, and communicate in a positive manner is essential. Communicating professionally and clearly is required. A thorough understanding of software, systems, business procedures, and problem-solving is necessary for success

• Generate COIs to be issued according to the insureds contract and/or insurance requirements.
• Send policy change requests to carriers and pull endorsements from carrier website to be filed in Epic (ERP system).
• Issue policy endorsements and transactions and forward invoice/endorsement to client with breakdown of the endorsement, including premium.
• Pull 5-year Loss runs for all lines at renewals, and monthly/quarterly for clients that are being monitored and create and update claim status and monitor policy renewal time frames.
• Abate claims by filing them with the carrier and keep the insured updated as to the status and send subsequent loss runs to the Insured.
• Print policies and create binder with renewal policies for Producers to drop off to client.
• Handle all daily requests from insured for certificates, policy changes (endorsements/cancellations/billing), and provide requested documentation as needed.
• Process audits in Epic and notify Client Manager and Producer of changes in premium; forward the audit finding to insured and Producer with results/breakdown.
• Access customer accounts and policy schedules.
• Maintain and update all location, property, vehicle, and equipment spreadsheets.
• Set-up new clients and prospects in EPIC Account Management System.
• Attend and participate in job related classes and webinars.
• Other duties as assigned by this position’s manager.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills and ability to de-escalate tense client interactions while providing a timely solution to their concerns.
• EPIC, CSR24, and Indio workflow standards and maintenance of documentation.
• Strong organizational skills and ability to multitask while paying close attention to detail.
• Microsoft Office product experience (Word, Excel, and PowerPoint) as well as Adobe PDF.

Preferred Qualifications

• 1+ years of commercial insurance experience.