Insurance Client Services Associate

HUB International; Midland (MI); On-site; USD 42,000 - 65,000; Full time

Job summary

HUB International is seeking an Associate Account Manager in the First Call Resolution Team to deliver excellent client service on insurance, billing, and administrative questions in a dynamic Michigan office.

You will triage inquiries, process endorsements, and maintain client relationships while upholding agency standards. Ideal candidates have strong communication skills, 1–2 years in customer service, and a Property/Casualty license or ability to obtain within 90 days.

Qualifications

• High school diploma required.
• Previous experience in a customer service role preferred.
• 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 skills

Customer service

EPIC

Microsoft Office

Education

High school diploma

Tools

EPIC

Microsoft Office

Job description

HUB International is seeking an Associate Account Manager in the First Call Resolution Team to deliver excellent client service on insurance, billing, and administrative questions in a dynamic Michigan office.

You will triage inquiries, process endorsements, and maintain client relationships while upholding agency standards. Ideal candidates have strong communication skills, 1–2 years in customer service, and a Property/Casualty license or ability to obtain within 90 days.