Customer Service Representative

Poms & Associates; Fresno (CA); On-site; USD 51,000 - 57,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with Safe Harbor

PTO and holidays

FSA options

Life/AD&D insurance

Job summary

Poms & Associates in Fresno, CA is seeking an Insurance Customer Service Representative II responsible for commercial policy servicing, COIs, endorsements, and complex account issue resolution. This role operates independently, supports higher-level servicing, and serves as a resource for the support team.

Key responsibilities include processing COIs/EPIs, policy maintenance in AMS/WorkSmart, reviewing carrier communications, renewals, and preparing SOVs and MVRs.

Qualifications

• Strong knowledge of commercial coverages, forms, and servicing.
• Accurate review of policies, endorsements, and carrier communications.
• Minimum two years of commercial insurance experience.

Responsibilities

• Process COIs, EPIs, endorsements, cancellations, and reinstatements.
• Policy processing and data management in AMS/WorkSmart.
• Review policy forms and carrier communications for accuracy.
• Manage renewals and collect renewal updates and information.
• Prepare SOVs, coverage summaries, and MVRs.
• Maintain knowledge of commercial coverages and assist with QA.

Skills

Commercial insurance knowledge

Education

High school diploma

P&C license preferred

Tools

AMS & WorkSmart

Microsoft Office

Job description

Title: Insurance Customer Service Representative 2

We are seeking a CSR 2 is an experienced service professional responsible for commercial policy servicing, technical insurance support, and resolution of complex account issues. This role works independently, supports higher-level servicing activities, and serves as a resource for the support team. The CSR 2 is expected to demonstrate strong technical knowledge, accuracy, and ownership while supporting service excellence across the agency.

Essential Functions & Responsibilities

• Process complex Certificates of Insurance (COIs), Evidence of Property Insurance (EPIs), endorsements, cancellations, and reinstatements
• Complete policy processing, policy maintenance, and data management within the agency management system (AMS & WorkSmart)
• Review and interpret policy forms, endorsements, and carrier communications to ensure accuracy and completeness
• Review policy checking results and ensure coverage, forms, and documentation are accurate
• Manage automatic renewals and collect renewal updates and supporting information
• Prepare Statements of Values (SOVs), coverage summaries, loss run requests, and Motor Vehicle Reports (MVRs)
• Process audits, agency bill invoicing, incoming mail, downloads, and document management activities
• Independently resolve complex service issues while maintaining service quality and accuracy standards
• Maintain working knowledge of commercial coverages, including General Liability, Workers Compensation, Business Auto, Property, Umbrella, Professional Liability, Cyber Liability, and Management Liability.
• Assist with quality control efforts by reviewing work for accuracy and identifying opportunities to improve workflows and efficiency
• Participate in training initiatives and departmental process improvement efforts
• Support department service standards by helping manage team workload, meeting service expectations, and ensuring timely completion of assigned tasks
• Adhere to agency SOPs, service standards, and best practices to ensure consistent and accurate service delivery.

Required Skills & Attributes

• Strong knowledge of commercial insurance coverages, policy forms, endorsements, and servicing processes
• Ability to review policies for accuracy and identify coverage discrepancies
• Strong analytical, problem-solving, and organizational skills
• Ability to manage multiple priorities and deadlines with minimal supervision
• Strong communication and customer service skills
• Proficiency with agency management systems (AMS) and carrier technology platforms
• Strong attention to detail and commitment to quality standards
• Proficient knowledge of Microsoft Office Suite (Word, Excel, Outlook) and the willingness to learn and use all computer programs as required.
• Maintain confidential information with the utmost discretion; consistently adheres to all applicable privacy, compliance, and regulatory requirements.

Education & Experience

• High school diploma or GED required. Relevant experience may be considered in lieu of formal education requirements.
• Property & Casualty (P&C) license preferred or willingness to obtain within 60 days of hire.
• Minimum of two (2) years of commercial insurance experience.

This is a full-time position, and hours of operation for the office are typically Monday through Friday, 8:30a.m. to 5:30p.m. Occasional overtime may be required.

Remote/Hybrid/In Office (dependent on location)

Compensation

Salary Range: $51,000.00 - $57,000.00 per year dependent on experience

• Medical, dental, and vision insurance
• FSA (traditional & dependent care)
• Supplemental insurance options (STD, LTD, Life/AD&D, LTC)
• 401(k) with Safe Harbor employer contribution
• PTO, floating holidays, sick leave, and paid holidays
• Paid leave programs (jury duty, parental, volunteer, disability)
• Employee Assistance Program & discount programs

About Poms & Associates:

At Poms & Associates, we redefine the insurance experience by offering innovative solutions for both business and personal insurance needs. With decades of experience and expertise, we are dedicated to helping clients stay protected and prepared. We believe that knowledge is the key to effective insurance and that proactive risk management is the smartest way to insure.

For more information about the company, please visit our website: https://www.pomsassoc.com/

Please note: We are not accepting phone inquiries regarding the status of applications. Only qualified candidates will be contacted. Additionally, we are not working with agencies or third-party recruiters at this time. Thank you for your understanding.

Poms & Associates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Poms & Associates complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.