Insurance Customer Service Rep

PathWise Insurance Agency, INC; Fresno (CA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

PTO

Parental Leave

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

Health Insurance

Job summary

PathWise Insurance Agency is seeking a licensed P&C CSR in Fresno, CA to be the day-to-day heartbeat of client service. You will handle policy changes, renewals, and coverage questions, and ensure every client feels valued, not just at sale time.

This is a pure service role with no cold calling, focusing on an existing book, proactive outreach, and precise documentation in the agency system to uphold PATH core values.

Qualifications

• Active California P&C license required.
• Experience in insurance service or CSR role.
• Comfort with agency management systems (Applied Epic, EZLynx, HawkSoft).
• Strong written and verbal communication; clear coverage explanations.
• Detail-oriented with timely, accurate client interactions.

Responsibilities

• Handle inbound service requests: policy changes, endorsements, certificates, ID cards, billing questions, and coverage inquiries.
• Manage renewals and proactively reach out to clients ahead of renewal dates to review coverage and identify gaps.
• Conduct warm transfers with care to ensure clients feel guided, not handed off.
• Respond to client communications promptly with a human touch (phone, email, text).
• Document every client interaction accurately in the agency management system.
• Guide clients through the first notice of loss and liaison with carrier during claims.

Skills

Client service

Communication

Attention to detail

Ownership

Proactive outreach

Team player

Education

Active California P&C license

Tools

Applied Epic

EZLynx

HawkSoft

Job description

Job Description

PathWise Insurance Agency is an independent agency built on one belief: we protect today so our clients can build tomorrow. We're not a call center. We're a relationship-first agency that serves families and businesses across our communities with integrity, real options, and genuine care.

We're looking for a licensed P&C CSR who is the kind of person clients are genuinely glad to hear from. This is a pure service role, you are the day-to-day heartbeat of our client experience. You'll manage our existing book of business, handle policy changes and renewals, answer coverage questions, and make sure every client feels like they matter, not just at the point of sale, but every time they call.

You won't be cold calling. You won't be chasing leads. Your job is to protect the relationships we've already built and make them stronger.

Benefits

• Paid Time Off (PTO)
• Parental Leave
• Hands on Training
• Mon-Fri Schedule
• Career Growth Opportunities
• Health Insurance

Responsibilities

• Handle inbound service requests: policy changes, endorsements, certificates, ID cards, billing questions, and coverage inquiries
• Manage renewals and proactively reach out to clients ahead of renewal dates to review coverage and identify gaps
• Conduct warm transfers with care, when a client is handed off, they feel guided, not passed off
• Respond to client communications (phone, email, text) promptly and with a human touch
• Monitor the renewal pipeline and flag at-risk accounts before they lapse
• Proactively reach out to clients who haven't been touched in 90+ days
• Identify rounding opportunities and surface them to the agent
• Document every client interaction accurately in the agency management system
• Guide clients through the first notice of loss process and serve as liaison between client and carrier during claims
• Follow up to ensure claims are moving and clients feel supported
• Uphold PathWise's service standards and PATH core values on every interaction
• Participate in daily huddles and contribute to a high-standard team culture

Requirements

• Active California P&C license (required)
• Insurance service or CSR role
• Proficiency with an agency management system (Applied Epic, EZLynx, HawkSoft, or similar)
• Strong written and verbal communication; you can explain coverage in plain English
• Detail-oriented without being slow; accuracy and responsiveness both matter
• Takes ownership: when a client has a problem, it's yours until it's solved
• Makes clients feel heard, even when the answer is simple
• Communicates proactively and doesn't let things fall through the cracks
• Operates with integrity, does the right thing even when no one is watching
• Team player who thrives in a relationship-first, high-accountability culture