Service Assist Agent

Usery Insurance Agency; United States; Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Bonus based on performance

Competitive salary

Training & development

Job summary

Usery Insurance Agency is seeking a Service Assist Agent to support Client Account Managers by handling day-to-day service and admin tasks with accuracy and responsiveness. The role emphasizes proactive client care to ensure satisfaction and retention.

Responsibilities include onboarding new clients, managing billing inquiries, processing policy changes, identifying cross-sell opportunities, maintaining compliant records, and collaborating with CAMs and Sales Agents to reach agency goals.

Qualifications

• Active Property & Casualty license (or willingness to obtain).
• Prior customer service or administrative experience (insurance preferred).
• Strong organizational and multitasking abilities.
• Excellent written and verbal communication skills.
• Tech-savvy with comfort in CRM and insurance management systems.
• Detail-oriented and process-driven, with a proactive mindset.

Responsibilities

• New Client Onboarding: Assist with setup of new accounts, ensuring smooth transitions and first impressions.
• Billing & Payments: Manage billing inquiries, payment processing, and follow-ups with accuracy and professionalism.
• Policy Changes: Process endorsements, cancellations, reinstatements, and updates to existing policies.
• Cross-Selling & Lead Generation: Identify opportunities during client interactions and pass qualified leads to CAMs or Sales Agents.
• Documentation & Compliance: Maintain precise records in agency systems, ensuring compliance with industry and agency standards.
• Client Communication: Provide timely, friendly, and professional responses to everyday client needs (within same business day or 24-hour window).
• Team Collaboration: Work closely with CAMs and Sales Agents to ensure agency goals are met.

Skills

Customer service experience

Administrative experience

Organizational multitasking

Written and verbal communication

Tech-savvy CRM familiarity

Education

Property & Casualty License

Tools

CRM systems

Job description

Benefits

• Bonus based on performance
• Competitive salary
• Training & development

Job Summary

The Service Assist Agent provides vital support to the Client Account Managers (CAMs) by handling the day-to-day service and administrative tasks that keep our agency running smoothly. This role is focused on accuracy, responsiveness, and proactive client care—ensuring clients experience world-class service at every touchpoint. While CAMs lead policy reviews and serve as trusted advisors, Service Assist Agents execute the operational tasks that maintain satisfaction, retention, and agency growth.

Key Responsibilities

• New Client Onboarding: Assist with setup of new accounts, ensuring smooth transitions and first impressions.
• Billing & Payments: Manage billing inquiries, payment processing, and follow-ups with accuracy and professionalism.
• Policy Changes: Process endorsements, cancellations, reinstatements, and updates to existing policies.
• Cross-Selling & Lead Generation: Identify opportunities during client interactions and pass qualified leads to CAMs or Sales Agents.
• Documentation & Compliance: Maintain precise records in agency systems, ensuring compliance with industry and agency standards.
• Client Communication: Provide timely, friendly, and professional responses to everyday client needs (within same business day or 24-hour window).
• Team Collaboration: Work closely with CAMs and Sales Agents to ensure agency goals are met.

Requirements

• Active Property & Casualty License (or willingness to obtain).
• Prior customer service or administrative experience (insurance preferred).
• Strong organizational and multitasking abilities.
• Excellent written and verbal communication skills.
• Tech-savvy, with comfort in CRM and insurance management systems.
• Detail-oriented and process-driven, with a proactive mindset.

Expectations

• Responsiveness: Handle all service requests by close of business (exceptions resolved within 24 hours).
• Accuracy: Ensure documentation and transactions are correct and compliant.
• Supportive Excellence: Relieve CAMs of administrative tasks so they can focus on policy reviews and client relationships.
• Cross-Selling Awareness: Recognize opportunities and hand off appropriately.
• Hospitality-Driven Service: Embody the agency’s values of honesty, empathy, and hospitality in every client interaction.

This is a remote position.