Personal Lines Client Service Representative

Deland, Gibson Insurance Associates; Worcester (MA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Summer Fridays

Parental leave

Training programs

Job summary

Deland, Gibson Insurance Associates is hiring a Personal Lines Client Service Representative to join the Worcester/Wellesley team. You will handle client requests, policy changes, renewals, and billing questions while collaborating with Account Managers and carriers to ensure a smooth client experience.

The role emphasizes accuracy, problem solving, and fast-paced collaboration in a well-established agency that supports career growth and ongoing training.

Qualifications

• 1+ year in customer service or administrative role (insurance a plus)
• Strong attention to detail and organizational skills
• Excellent written and verbal communication skills
• Comfort using technology and learning new systems (Applied Epic a plus)
• Ability to manage multiple priorities in a fast-paced, team environment

Responsibilities

• Provide responsive, professional service to clients via phone and email
• Assist with policy changes, endorsements, billing questions, and renewals
• Partner with Account Managers and Producers to deliver a seamless client experience
• Communicate with carriers to support client requests and resolve issues
• Process documents including applications, cancellations, and policy updates
• Maintain accurate records in the agency management system
• Follow up on requests to ensure timely completion and a positive client experience

Skills

Customer service

Attention to detail

Written & verbal comms

multitasking

Tools

Applied Epic

Job description

Position:Personal Lines Client Service Representative

Location: Worcester, MA

Job Id:196

# of Openings:1

Deland, Gibson is a well-established, Five Star Accredited Insurance Agency and a recognized Best Agency to Work For by Insurance Journal. We combine a long-standing reputation with a forward-thinking, innovative approach to serving our clients and developing our team.

We’re looking for a Client Advocate to join our Personal Lines team in Wellesley! An ideal opportunity for someone who is detail-oriented, client-focused, and energized by delivering exceptional service. This is an excellent opportunity to build a career in insurance while working in a collaborative, supportive environment.

As a Client Advocate, you’ll be a key part of delivering an exceptional client experience. You’ll work closely with our Account Managers, Producers, and carrier partners by handling service requests, assisting with policy updates, and helping ensure our clients feel informed and supported.

This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in accuracy and follow-through.

Office Locations: Wellesley & Worcester

What You’ll Do

• Provide responsive, professional service to clients via phone and email
• Assist with policy changes, endorsements, billing questions, and renewals
• Partner with Account Managers and Producers to deliver a seamless client experience
• Communicate with insurance carriers to support client requests and resolve issues
• Process documentation including applications, cancellations, and policy updates
• Maintain accurate records in our agency management system
• Follow up on requests to ensure timely completion and a positive client experience

What You Bring

• Minimum of 1 year of experience in a customer service or administrative role (insurance experience a plus, but not required)
• Strong attention to detail and organizational skills
• Excellent written and verbal communication skills
• Comfort working with technology and learning new systems (experience with Applied Epic is a plus)
• Ability to manage multiple priorities in a fast-paced, team-oriented environment

Why This Role is a Great Opportunity

• Clear path for growth into Account Manager and other advanced roles
• Hands-on training and mentorship from experienced professionals
• Opportunity to build expertise in a stable, growing industry
• Exposure to clients, carriers, and insurance operations
• Collaborative, team-driven culture with strong leadership support
• Fast-paced environment with opportunities to learn and grow

Why Join Deland, Gibson

• Recognized as one of the Best Agencies to Work For
• Strong investment in training, licensing, and professional development
• Supportive, collaborative culture
• Opportunity to grow within a respected and expanding organization
• A culture that values innovation, teamwork, and continuous improvement
• Summer Fridays and extended holiday weekends
• Comprehensive PTO - paid vacation, holidays, and sick time, plus parental leave
• Health, dental, and vision insurance, and a 401(k) retirement plan
• DG University: ongoing training, support for insurance designations, and continuing education
• Employee-led committees- Giving, Social, Client Experience, & Technology

Our Core Values

• We Work with Urgency
• We Show Compassion
• We Have Grit

About Deland, Gibson

Established in 1900, Deland, Gibson has built a reputation as a trusted advisor to our clients. While we’ve evolved over time, our commitment to delivering expert guidance, strong relationships, and forward-thinking solutions remains at the core of who we are.