Customer Service Representative II

New Level Resources; Calabasas (CA); Hybrid; USD 51,000 - 57,000; Full time

Job summary

New Level Resources seeks an Insurance Customer Service Representative II to handle commercial policy servicing, COIs, endorsements, and complex account issues. This role works independently, supports senior staff, and acts as a resource for the support team.

You will review policy forms, manage renewals, prepare SOVs and MVRs, and ensure accuracy across AMS and carrier communications. A P&C license and at least two years’ commercial insurance experience are required.

Qualifications

• High school diploma or GED required; relevant experience may substitute.
• Active Property & Casualty license required.
• Minimum two years of commercial insurance experience.

Responsibilities

• Process COIs, EPIs, endorsements, cancellations, and reinstatements.
• Policy processing, maintenance, and AMS data management.
• Review forms and carrier communications for accuracy.
• Manage renewals and collect renewal updates.
• Prepare Statements of Values, coverage summaries, and MVRs.
• Conduct audits, invoicing, mail processing, and document management.
• Independently resolve complex service issues with quality.
• Maintain knowledge of coverage types (GL, WC, Auto, Property, Umbrella, etc.).
• Support training and workflow improvements.
• Assist with workload management and service standards.

Skills

Commercial insurance

Policy accuracy

Analytical skills

Prioritization

Customer service

AMS proficiency

Attention to detail

MS Office

Confidentiality

Education

High school / GED

P&C license

2+ years commercial insurance experience

Job description

Title: Insurance Customer Service Representative II

We are seeking a CSR II 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 II 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.
• Active Property & Casualty (P&C) insurance license required.
• Minimum of two (2) years of commercial insurance experience.

Work Schedule & Environment

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

Benefits

• 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
• Designation course reimbursement