Insurance Client Services Specialist

HUB International; Brighton (MI); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Benefits package

Career growth opportunities

Job summary

HUB International in Michigan is seeking an Associate Account Manager to support the First Call Resolution Team, handling insurance, billing, and routine service requests with professional phone coverage.

You will triage, process endorsements, maintain client relationships, and escalate complex issues to Team Lead or Producer while pursuing cross-sell opportunities. Licensing and strong communication are key.

Qualifications

• High school diploma required.
• Previous customer service experience preferred.
• Valid Property/Casualty license required (or ability to obtain within 90 days of hire).
• Proficient with Microsoft Office and EPIC.

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 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.
• 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.
• 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

Strong communication

Customer service

Team player

Proficient with EPIC

Education

High school diploma

Tools

EPIC system

Job description

HUB International in Michigan is seeking an Associate Account Manager to support the First Call Resolution Team, handling insurance, billing, and routine service requests with professional phone coverage.

You will triage, process endorsements, maintain client relationships, and escalate complex issues to Team Lead or Producer while pursuing cross-sell opportunities. Licensing and strong communication are key.