Client Service Representative II

Southwestern Family of Companies; Nashville (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

Southwestern Family of Companies is seeking a Client Service Representative II to own complex client service needs, including policy changes, billing resolutions, and claims guidance. You will coordinate communications with clients, carriers, and third parties to ensure timely, accurate document handling and provide high-level service across all channels.

The role leads onboarding and coverage guidance, supports cross-selling, and mentors junior staff while upholding data integrity in CRM.

Qualifications

• High School diploma or equivalent required; Bachelor’s degree preferred.
• 2 years of property and casualty insurance experience
• Property and Casualty License required
• Proficiency in CRM tools and the Microsoft Office Suite
• Excellent organizational skills with a proven ability to manage multiple tasks
• Exceptional communication and interpersonal skills to build strong client relationships
• A detail-oriented, problem-solving mindset with high standards of professionalism
• Self-motivated and enthusiastic with a strong work ethic
• Able to thrive in a collaborative team environment and maintain a positive attitude under pressure
• Comfortable working in a fast-paced setting with a strong sense of urgency

Responsibilities

• Responsible for full ownership of client service needs, including complex policy changes, advanced billing resolution, and claims guidance
• Manage communications with clients, carriers, and third parties to guarantee timely and accurate document handling
• Deliver high-level customer service across all communication channels, proactively identifying and resolving potential issues before they escal
• Lead the client onboarding experience by coordinating necessary actions and offering coverage guidance when appropriate
• Conduct detailed policy reviews and renewal outreach, identifying gaps, recommending solutions, and driving strong client retention
• Maintain high standards of data integrity through accurate CRM documentation and proactive account management
• Support sales goals through active cross-selling and consultative conversations based on client needs
• Serve as a point of escalation and guidance for Client Service Representative I’s and newer team members while offering mentorship and sharing expertise
• Consistently meet or exceed service, retention, and sales-related KPIs with minimal oversight
• Contribute to internal initiatives that improve workflows, enhance the client experience, or optimize team performance
• Perform other duties as assigned

Skills

Customer service

Communication

Organizational skills

Detail-oriented

Team collaboration

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

CRM tools

Microsoft Office Suite

Job description

Job Summary

The Client Service Representative II is responsible forfull ownership of client service needs, including complex policy changes, advanced billing resolution, and claims guidance. This position manages communications with clients, carriers, and third parties to guarantee timely and accurate document handling. The Client Service Representative II delivers high-level customer service across all communication channels, proactively identifying and resolving potential issues before they escal. This position leads the client onboarding experience by coordinating necessary actions and offering coverage guidance when appropriate. The Client Service Representative II reports to the Client Service Manager and provides excellent customer service to internal and external clients while demonstrating the company values and supporting the mission.

Job Summary

The Client Service Representative II is responsible forfull ownership of client service needs, including complex policy changes, advanced billing resolution, and claims guidance. This position manages communications with clients, carriers, and third parties to guarantee timely and accurate document handling. The Client Service Representative II delivers high-level customer service across all communication channels, proactively identifying and resolving potential issues before they escal. This position leads the client onboarding experience by coordinating necessary actions and offering coverage guidance when appropriate. The Client Service Representative II reports to the Client Service Manager and provides excellent customer service to internal and external clients while demonstrating the company values and supporting the mission.

Job Duties And Responsibilities

• Responsible for full ownership of client service needs, including complex policy changes, advanced billing resolution, and claims guidance
• Manage communications with clients, carriers, and third parties to guarantee timely and accurate document handling
• Deliver high-level customer service across all communication channels, proactively identifying and resolving potential issues before they escal
• Lead the client onboarding experience by coordinating necessary actions and offering coverage guidance when appropriate
• Conduct detailed policy reviews and renewal outreach, identifying gaps, recommending solutions, and driving strong client retention
• Maintain high standards of data integrity through accurate CRM documentation and proactive account management
• Support sales goals through active cross-selling and consultative conversations based on client needs
• Serve as a point of escalation and guidance for Client Service Representative I’s and newer team members while offering mentorship and sharing expertise
• Consistently meet or exceed service, retention, and sales-related KPIs with minimal oversight
• Contribute to internal initiatives that improve workflows, enhance the client experience, or optimize team performance
• Perform other duties as assigned

Required Qualifications

• High School diploma or equivalent required; Bachelor’s degree preferred.
• 2 years of property and casualty insurance experience
• Property and Casualty License required
• Proficiency in CRM tools and the Microsoft Office Suite
• Excellent organizational skills with a proven ability to manage multiple tasks
• Exceptional communication and interpersonal skills to build strong client relationships
• A detail-oriented, problem-solving mindset with high standards of professionalism
• Self-motivated and enthusiastic with a strong work ethic
• Able to thrive in a collaborative team environment and maintain a positive attitude under pressure
• Comfortable working in a fast-paced setting with a strong sense of urgency