Customer Service Representative II

newlevelresources; Fresno (CA); Hybrid; 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

Paid leave programs

Employee Assistance Program

Job summary

newlevelresources is seeking an Insurance Customer Service Representative II in Fresno/Bakersfield. The role handles commercial policy servicing, COIs/EPIs, endorsements, renewals, and complex issue resolution with a focus on accuracy and ownership.

Candidates should have a Property & Casualty license or be able to obtain one within 60 days, plus 2+ years of commercial insurance experience. Hybrid work options may apply depending on location.

Qualifications

• Strong knowledge of commercial coverages and servicing processes.
• Ability to review policies for accuracy and identify coverage discrepancies.
• Excellent analytical, problem-solving, and organizational skills.
• Ability to manage multiple priorities with minimal supervision.

Responsibilities

• Process complex COIs, EPIs, endorsements, cancellations, and reinstatements.
• Complete policy processing, maintenance, and data management in AMS/WorkSmart.
• Review policy forms, endorsements, and carrier communications for accuracy.
• Review policy checking results to ensure coverage and documentation accuracy.
• Manage automatic renewals and renewal updates.
• Prepare Statements of Values (SOVs), coverage summaries, loss run requests, and MVRs.
• Process audits, agency bill invoicing, inbound mail, and document management.
• Independently resolve complex service issues while maintaining quality and accuracy.
• Maintain knowledge of commercial coverages including GL, WC, Auto, Property, Umbrella, and more.
• Assist with quality control and workflow improvements.
• Support training and process improvement initiatives.

Skills

Commercial insurance

Policy servicing

AMS software

Policy accuracy

Education

High school diploma or GED

Property & Casualty license

Tools

AMS

WorkSmart

Microsoft Office

Job description

Title: Insurance Customer Service Representative II – Fresno & Bakersfield

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 or able to obtain license within 60 days.
• Minimum of two (2) years of commercial insurance experience or interest.

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