Client Experience Representative – Insurance Policy Lifecycle

In this role, you will conduct welcome calls, maintain complete and accurate policy files, assist clients with billing and routine service needs, coordinate policy changes and renewals, and provide proactive relationship touches throughout the policy lifecycle. This position is ideal for someone who takes ownership, communicates with warmth and professionalism, and understands that excellent documentation is an essential part of delivering an exceptional client experience. WHAT YOU’LL DO • Receive bound-account handoffs and verify that applications, signatures, payments, identification documents, underwriting requirements, policy records, and client contact information are complete and properly documented. • Review newly bound accounts for outstanding documents, carrier requirements, payment arrangements, inspections, signed forms, and time-sensitive follow-up items. • Conduct timely welcome calls to introduce the agency’s service team, confirm the client’s contact information, and verify delivery of policy documents and identification cards. • Explain agency support channels and establish clear expectations regarding carrier documents, inspections, billing, payment schedules, policy changes, and future service requests. • Maintain accurate policy records, activity notes, renewal dates, documents, contact preferences, follow-up tasks, and client communications in the agency management system and CRM. • Respond professionally to routine client questions and coordinate policy changes, certificates of insurance, evidence of insurance, identification cards, billing inquiries, payment issues, reinstatements, audits, and document requests within the limits of your authority. • Communicate with carriers, underwriters, wholesalers, premium finance companies, lenders, lienholders, and internal team members to resolve client service matters. • Track pending cancellations, nonpayment notices, underwriting requests, inspections, missing documents, returned mail, payment issues, and unresolved service concerns. • Escalate urgent cancellation risks, coverage concerns, compliance issues, client complaints, and unresolved service matters to the appropriate team member. • Monitor upcoming renewals and begin the renewal-review process within the agency’s required timeframe. • Confirm updated client information, coverage needs, exposure changes, renewal documents, and outstanding requirements before renewal. • Conduct proactive client relationship touches, including welcome communications, birthday greetings, renewal check-ins, policy reviews, and other approved service campaigns. • Maintain detailed, accurate, and professional documentation of all client conversations, requests, actions, and outcomes. • Help ensure every client receives consistent, responsive, and courteous service throughout the policy lifecycle. WHAT WE’RE LOOKING FOR • At least one year of experience in insurance customer service, account management, client success, billing support, policy servicing, or a related client-facing role is preferred. • Experience.