Personal Lines Insurance Specialist

Jonus Group; Worcester (MA); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Jonus Group is seeking a Personal Lines Insurance Specialist to join our nationwide property & casualty client’s customer service team. You will be a main contact for policyholders and agency partners, offering guidance on products, account servicing, policy changes, and coverage recommendations.

The ideal candidate brings 2+ years in insurance, strong Verbal and written communication, and licensing ability, thriving in a collaborative, team-oriented setting with hybrid work options.

Qualifications

• 2+ years of experience in the insurance industry.
• Active licensing or ability to obtain and maintain licensing.
• Strong consultative sales and relationship-building skills.
• Excellent verbal and written communication abilities.
• Proven ability to multitask across multiple systems and applications.
• Strong organizational skills and ability to manage competing priorities.
• Critical-thinking and problem-solving capabilities with a customer-focused mindset.

Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and other channels.
• Conduct policy reviews and explain coverages, products, and options to policyholders.
• Identify customer needs and recommend appropriate coverage enhancements within guidelines.
• Process policy transactions, endorsements, renewals, and service requests accurately.
• Review and interpret policy information ensuring underwriting and regulatory compliance.
• Respond to customer and agency inquiries with professionalism and timeliness.
• Prepare written correspondence and documentation related to service requests and account activity.
• Maintain detailed records and update information across systems.
• Deliver high-quality customer experience while meeting productivity and service standards.
• Participate in training, meetings, and special projects.

Skills

Insurance knowledge

Consultative sales

Relationship building

Verbal and written communication

Multitasking

Organizational skills

Critical thinking

Customer-focused mindset

Independent worker

Tools

Microsoft Office

CRM systems

Job description

A highly respected national Property & Casualty insurance organization is seeking an Personal Lines Insurance Specialist to join its growing customer service team. This opportunity is ideal for insurance professionals who enjoy consultative customer interactions, relationship building, and delivering exceptional service while working in a collaborative, team-oriented environment.

This role serves as a key point of contact for policyholders and agency partners, providing guidance on insurance products, account servicing, policy changes, and coverage recommendations.

Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and other communication channels.
• Conduct comprehensive policy reviews and explain coverages, products, and options to policyholders.
• Identify customer needs and recommend appropriate coverage enhancements within company guidelines.
• Process policy transactions, endorsements, renewals, and service requests accurately and efficiently.
• Review and interpret policy information while ensuring compliance with underwriting guidelines and regulatory requirements.
• Respond to customer and agency inquiries with professionalism, timeliness, and a consultative approach.
• Prepare written correspondence and documentation related to service requests and account activity.
• Maintain detailed records and update information across multiple systems.
• Deliver a high-quality customer experience while meeting productivity, quality, and service standards.
• Participate in training, team meetings, and special projects as assigned.
• Serve as a resource for peers and contribute to a collaborative team environment.

What Success Looks Like

Performance is measured through a combination of:

• Customer service and satisfaction results
• Quality assurance scores
• Schedule adherence and productivity metrics
• Retention and account growth opportunities
• Effective resolution of customer inquiries
• Accuracy and compliance in policy servicing

Qualifications

• 2+ years of experience working within the insurance industry, either with an insurance carrier or agency.
• Prior customer service, contact center, or call center experience strongly preferred.
• Active insurance licensing or the ability to obtain and maintain required licensing.
• Strong consultative sales and relationship-building skills.
• Excellent verbal and written communication abilities.
• Proven ability to multitask across multiple systems and applications simultaneously.
• Strong organizational skills and ability to manage competing priorities.
• Critical-thinking and problem-solving capabilities with a customer-focused mindset.
• Proficiency with Microsoft Office applications and other business software platforms.
• Ability to work independently while contributing positively to a team environment.

Desired Skills

• Exceptional customer service and communication skills.
• Ability to build trust and rapport with diverse clients and business partners.
• Flexibility and adaptability in a fast-paced environment.
• Strong accountability and ownership of customer concerns.
• Sound judgment and decision-making abilities.
• General knowledge of personal lines insurance products and coverages.

Work Environment

• Primarily office or home-office based environment.
• Significant phone-based interaction throughout the workday.
• Ability to sit and work at a computer for extended periods.
• Hybrid and remote work options may be available based on business needs and location.

This is an excellent opportunity for an insurance professional seeking long-term career growth with a stable and nationally recognized organization that values employee development, collaboration, and customer excellence.

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