Frontline Personal Lines CSR — Fast-Paced Client Support

BayCoast Bank; Swansea (MA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation

Hands-on training

Professional development opportunities

Job summary

BayCoast Insurance is looking for a Personal Lines Customer Service Representative to join our Quick Assistance Team - the frontline of our agency.

You’ll be the first voice our clients hear when they call in and will handle binder requests, billing questions, mortgagee changes, and insurance verifications, while documenting every interaction in the agency system. This in-office, full-time role collaborates with Account Managers and Producers to keep things moving.

Qualifications

• Answer incoming calls and/or walk-ins to the agency
• Quickly identify why the customer is calling (or is at the office)
• Either handle the request or transfer the right person

Responsibilities

• All incoming calls
• Binder requests
• Payment and billing questions
• Mortgagee changes
• Dealership phone calls and insurance verifications
• Late fee questions
• Cancellations for non-payment and reinstatements
• ID Cards, document requests, and other quick-turn service items
• Accurate documentation of every call and transaction in our agency system

Job description

Position Title: Personal Lines Customer Service Representative (CSR)

Location: Fall River, MA: BayCoast Insurance, LLC

Work Details

• In-Office position (may work from any branch location)
• Full-time, nonexempt

If you're the kind of person who answers the phone with confidence, enjoys solving problems on the fly, and can tell the difference between "this I can handle" and "this needs to be routed properly", keep reading.

BayCoast Insurance is looking for a Personal Lines Customer Service Representative to join our Quick Assistance Team - the frontline of our agency.

What This Role Actually Does

You'll be the first voice our clients hear when they call in. Your job is to:

• Answer incoming calls and/or walk-ins to the agency
• Quickly identify why the customer is calling (or is at the office)
• Either handle the request or transfer the right person

If it's fast-paced, time-sensitive, and keeps the agency running smoothly - this team owns it.

What You'll Be Handling Day-to-Day

• All incoming calls
• Binder requests
• Payment and billing questions
• Mortgagee changes
• Dealership phone calls and insurance verifications
• Late fee questions
• Cancellations for non-payment and reinstatements
• ID Cards, document requests, and other quick-turn service items
• Accurate documentation of every call and transaction in our agency system

You'll work closely with Account Managers and Producers, allowing them to focus on complex servicing and sales while you keep things moving.

What We're Looking For

• Strong communication skills (especially on the phone)
• Ability to multitask and stay organized in a high-volume environment
• Good judgement - knowing when to resolve a call and when to escalate
• Comfort using computer systems and learning new software
• Prior insurance experience is a plus, but we're willing to train the right person.

What We Offer

• A structured, team-oriented environment
• Consistent workflows and clear expectations
• Hands-on training and ongoing support
• Competitive compensation and benefits package
• Professional development opportunities and educational seminars
• A supportive team culture that values your ideas and contributions

Ready to make your mark?
Join a company that believes in taking pride in what we do, caring about people, and having a positive attitude every day.

Bilingual: Spanish/Portuguese a plus