Insurance Client Services Associate

HUB International; Grand Rapids (MI); On-site; USD 38,000 - 56,000; Full time

Job summary

HUB International is seeking an Associate Account Manager in Grand Rapids, MI to support the First Call Resolution Team. You will handle insurance, billing, and administrative inquiries, process endorsements, and connect clients to the right teams to protect a profitable Personal Lines book.

The role emphasizes strong communication, relationship-building, and adherence to agency procedures. A Property/Casualty license or ability to obtain within 90 days is required.

Qualifications

• High school diploma required.
• Previous experience in a customer service role preferred.
• Previous experience in financial services, banking, or insurance is a plus but not required.
• Valid Property/Casualty insurance license required (or ability to obtain within 90 days of hire).

Responsibilities

• Professionally answers phones and handles callbacks in a timely manner.
• Receives incoming calls from customers regarding billing questions, basic policy inquiries, endorsement requests, and other routine service needs.
• Acts as a triage point, connecting clients with the appropriate party – sales, retention, Team Lead, or other departments – when matters fall outside the scope of this role.
• Processes client endorsement requests following agency standards and procedures. Escalates coverage questions or complex changes to the Team Lead or Producer.
• Develops and maintains relationships with agency clientele to ensure service needs are met while adhering to agency standards and procedures.
• Provides consistent, accurate, and timely communication to clients through verbal and written correspondence.
• Assists with educating clients on basic property and casualty insurance questions, referring more complex coverage consultations to the Team Lead or Producer.
• Identifies and refers cross-sell, upsell, and referral opportunities to the appropriate team members.
• Reduces E&O exposure by adhering to agency standards for EPIC activity codes, descriptions, and documentation.
• Utilizes the processing team and carrier service centers based on agency procedural standards.
• Takes initial claims information from clients and routes to the appropriate carrier claims department. Escalates complex claims situations to the Team Lead.
• Communicates regularly with the Team Lead on at-risk accounts for escalation and proper resolution.
• Performs other duties as assigned by leadership.
• Maintains active insurance license and actively participates in department meetings.

Skills

Communication

Customer service

Problem-solving

Teamwork

Account management

Organization

Education

High school diploma

Property/Casualty license

Tools

EPIC

Microsoft Office

Job description

HUB International is seeking an Associate Account Manager in Grand Rapids, MI to support the First Call Resolution Team. You will handle insurance, billing, and administrative inquiries, process endorsements, and connect clients to the right teams to protect a profitable Personal Lines book.

The role emphasizes strong communication, relationship-building, and adherence to agency procedures. A Property/Casualty license or ability to obtain within 90 days is required.