Senior Customer Service Analyst

Marsh; United States; Remote; USD 46,000 - 98,000; Full time

Job summary

Marsh is seeking a Senior Customer Service Analyst to provide seasoned support to clients by reviewing contracts and responding to inquiries. The role focuses on strengthening client relationships and driving growth through exceptional service.

It falls under FAAS—Franchise, Agents, and Affinity Solutions—and may involve licensing support after hire. The position emphasizes organization, willingness to learn, and handling increasingly complex commercial coverage needs over time, with training

Qualifications

• 2+ years of customer service or client service experience, preferably in insurance or financial services.
• License in Property & Casualty (or willingness to obtain within 30 days of hire) and licensing in all 50 states within 90 days.

Responsibilities

• Deliver excellent customer service by addressing questions, explaining policy and billing information, and supporting day-to-day service needs.
• Assist customers with policy servicing tasks, including payments and processing requests, with timely follow-up.
• Build and maintain strong customer relationships to support retention and growth.
• Serve as primary point of contact for routine inquiries and resolve issues or coordinate with internal teams as needed.
• Gather customer feedback with internal partners and help develop solutions.
• Stay current on market changes and comply with compliance, professional, and transparency standards.
• Document and track activities in the workflow system to ensure timely follow-up and delivery of final policy documents.

Skills

Customer service

Organizational skills

Communication skills

Education

High school diploma or GED

Tools

MS Office Suite

Job description

As a Senior Customer Service Analyst you will provide seasoned support to Marsh clients ensuring a high level of client satisfaction by reviewing insurance contracts and responding to client inquiries. You will strengthen and maintain relationships with clients driving growth and retention through exceptional service. At Marsh Risk, our account management professionals are trusted partners to clients, helping them navigate important business decisions and manage their insurance needs. As part of FAAS—Franchise, Agents, and Affinity Solutions—you will support our customers insurance needs.

This position is well suited for someone who is organized, eager to learn, and willing to take on increasingly complex commercial coverage needs over time. Commercial insurance experience and an active license are preferred, but we are willing to train the right candidate and support required licensing after hire.

We will count on you to:

• Deliver excellent customer service by responding to questions, explaining policy and billing-related information, and supporting day-to-day service needs.
• Assist customers with policy servicing tasks, including taking payments, processing requests, and ensuring timely follow-up.
• Build and maintain strong customer relationships to support a positive experience, retention, and growth.
• Serve as a primary point of contact for routine customer needs and standard inquiries, resolving issues or partnering with internal teams as needed.
• Work closely with internal and external business partners to gather customer feedback and help develop solutions.
• Stay current on market changes and comply with all compliance, professional, and transparency standards to better serve customers.
• Document and track all activities in the workflow system to support timely follow-up by customers, carriers, and internal teams, and to ensure delivery of final policy documents.

What you need to have:

• High school diploma or GED required.
• 2+ years of customer service or client service experience, preferably in an insurance or financial services environment.
• Property & Casualty license, or willingness and ability to obtain within 30 days of hire (will require licensing in all 50 states within 90 days of hire).
• Proficiency in MS Office Suite and the ability to work an 8-hour shift between 8:00 AM and 5:00 PM CT.

What makes you stand out:

• Strong organizational and prioritization skills with the ability to multitask in a fast-paced environment.
• Excellent verbal and written communication skills.
• Effective relationship-building and problem-solving abilities, with keen attention to detail and a focus on accuracy.
• Experience handling insurance payments, billing questions, or policy servicing support.

Why join our team:

We help you be your best through professional development opportunities, interesting work, and supportive leaders.

We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and make an impact for colleagues, customers, and communities.

Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [e-mail].

The applicable base salary range for this role is $46,000 to $97,800.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.