Customer Service Representative

AscendHire; New York (NY); On-site; USD 55,000 - 65,000; Full time

Job summary

AscendHire is seeking a Commercial Lines Insurance Customer Service Representative for our New York, NY office. This onsite role supports a growing book of commercial accounts, working with producers, brokers, and carriers to deliver exceptional client service.

The CSR will handle policy servicing in Applied Epic, process endorsements and renewals, review contracts for coverage requirements, and coordinate with carriers on endorsements such as additional insured status and COIs.

Qualifications

• Active Property & Casualty (P&C) license required.
• 2–3 years of commercial line insurance customer service experience.
• Daily use of Applied Epic for policy servicing, endorsements, renewals, billing, and documentation.
• Strong commercial lines knowledge including General Liability and Workers’ Compensation.
• Ability to read and interpret insurance requirements in contracts and subcontract agreements.
• Ability to analyze Applied Epic transactions and explain premiums, endorsements, audits, and balance activity to clients.
• Experience directing or reviewing the work of non-licensed processors or support staff.

Responsibilities

• Manage a portfolio of commercial insurance accounts in Applied Epic with accurate policy records.
• Process policy changes, endorsements, renewals, certificates, and other client service requests.
• Assist clients with policy servicing and explain coverage requirements clearly.
• Monitor renewal timelines and proactively follow up with clients.
• Maintain records across affiliated entities and separate carrier relationships in Applied Epic.
• Review client contracts and leases to verify required coverages, limits, and endorsements.
• Identify coverage gaps and coordinate with carriers for endorsements (additional insured, waiver of subrogation, etc.).
• Own and maintain COI templates, holder lists, and standing endorsement requirements.
• Support producers and account executives with submissions, renewals, and client servicing.
• Coordinate with experts on complex exposures and participate in client/prospect discussions.

Skills

P&C License

Commercial Lines Experience

Applied Epic

Policy Servicing

Liability & Workers’ Comp

Contracts & Endorsements

Client Communication

Tools

Applied Epic

CSR24

Job description

Commercial Lines Insurance Customer Service Representative

Location: New York, NY

Employment Type: Full-Time

Work Arrangement: Onsite

Salary: $55,000 - $65,000 base salary + up to 5% discretionary growth-based bonus

Reports To: Director of Operations

Position Overview

We are seeking an experienced Commercial Lines Insurance Customer Service Representative (CSR) to join our growing New York City office.

Our MBE-certified insurance platform specializes in construction risk and is committed to creating economic opportunities for minority- and women-owned businesses. The CSR will support a book of commercial insurance accounts and work closely with producers, brokers, account executives, carriers, and internal service teams to deliver exceptional client service.

This position is ideal for a highly organized, detail-oriented insurance professional with 2-3 years of strong commercial lines knowledge, and any hands-on Applied Epic experience would be a PLUS.

Key Responsibilities

• Manage a portfolio of commercial insurance accounts in Applied Epic, maintaining accurate policy records and documentation.
• Process policy changes, endorsements, renewals, certificates, and other client service requests.
• Assist clients with policy servicing and provide clear explanations of coverage and policy requirements.
• Monitor renewal timelines and proactively follow up with clients.
• Maintain accurate records across affiliated entities, ensuring documentation and carrier relationships are properly separated in Applied Epic.
• Review client contracts, leases, and subcontract agreements to verify required coverages, limits, and endorsements.
• Identify coverage gaps and coordinate with carriers to obtain required endorsements, including additional insured, waiver of subrogation, and primary/non-contributory endorsements.
• Own and maintain Certificate of Insurance (COI) master templates, holder lists, and standing endorsement requirements.

Producer & Account Executive Support

• Support producers, brokers, and account executives with submissions, proposals, renewals, and client servicing.
• Provide insurance servicing expertise and assist producers as they develop and manage their books of business.
• Coordinate with subject-matter experts on complex or specialty exposures when appropriate.
• Participate in client and prospect discussions as needed.
• Work with carrier marketing and placement teams on submissions, quote comparisons, and follow-up.
• Communicate directly with insurance carriers to resolve service issues.
• Utilize carrier portals for quoting, endorsements, billing, and claims status.
• Coordinate with partner agencies, brokers, wholesalers, and co-brokers on shared and referred accounts.
• Review Applied Epic transaction details, including premiums, endorsements, audits, installments, and account balances.
• Respond accurately to client billing questions and explain account activity.
• Coordinate invoicing, receivables, and payment-application issues with the Billing Department and follow through to resolution.
• Review General Liability and Workers’ Compensation premium audits, including payroll, sales, exposure bases, and class codes.
• Identify and dispute discrepancies with insurance carriers when necessary.

Team Leadership & Quality Control

• Work collaboratively with producers, brokers, account executives, account managers, CSRs, carrier specialists, subject-matter experts, and support personnel.
• Provide day-to-day direction and quality oversight to non-licensed processors and support staff.
• Review COIs, data entry, and document processing for accuracy and completeness before delivery to clients or carriers.
• Provide guidance and corrective feedback to support staff.
• Serve as the escalation point for issues that require a licensed insurance professional.
• Ensure that coverage, quoting, and insurance advice questions are appropriately directed to licensed team members.
• Maintain compliance with agency procedures and applicable insurance regulations.

Required Qualifications

• Active Property & Casualty (P&C) Insurance License.
• 2-3 years of Commercial Line Insurance Customer Service Experience! -any hands-on Applied Epic experience is a PLUS!
• Daily production experience using Applied Epic for policy servicing, endorsements, renewals, billing, and documentation.
• Strong commercial lines insurance knowledge, including General Liability and Workers’ Compensation.
• Working knowledge of class codes, premium audits, payroll, sales, and other exposure bases.
• Ability to read and interpret insurance requirements in contracts and subcontract agreements.
• Ability to analyze Applied Epic transactions and explain premiums, endorsements, audits, installments, and account balances to clients.
• Experience directing or reviewing the work of non-licensed processors, technicians, or support staff.

Preferred Qualifications

• Experience working with construction contractors, subcontractors, or related trades.
• CRIS certification is a plus.
• Experience working in a team-based insurance service model alongside producers, brokers, account executives, carrier marketing teams, and support staff.
• Understanding of retail brokerage and wholesale/MGU operations, including client relationships, submissions, quoting, carrier access, and compensation structures.
• Experience with CSR24 or similar certificate management/client self-service platforms.
• Experience using additional insurance carrier portals and technology platforms.
• Strong understanding of claims support and the claims reporting process.