Customer Service- Commercial Lines (P&C)

FOCUS provides cloud-based solutions for P&C insurance companies and is seeking a Customer Service- Commercial Lines (P&C) professional. This role involves delivering high-quality service to insureds and agents, managing a variety of servicing functions, and ensuring compliance and operational efficiency in workers’ compensation accounts.

Responsibilities:

• Receive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies, including:
• Policy document and endorsement requests
• Complex billing inquiries and audit-related questions
• Renewal reviews and policy status updates
• Claims inquiries by directing customers to the appropriate claims resources and adjuster contacts
• Cancellation and reinstatement inquiries
• Communicate professionally and effectively with insureds, agents, and underwriting partners to:
• Confirm renewal processing and binding status
• Provide timely billing, audit, and service request updates
• Review potential cancellations and explain policy status
• Address general workers’ compensation coverage questions within authority
• Support agents by preparing policy documentation, coordinating service requests, and managing service needs for both voluntary and assigned risk policies, ensuring a consistent, high-quality customer and agent experience
• Process and manage workers’ compensation policies, including new business, renewals, voluntary, and assigned risk accounts, ensuring accuracy, completeness, and timely delivery to policyholders and agents
• Review policy information for correctness, including payroll, classifications, billing setup, and endorsements, and resolve discrepancies as needed
• Maintain thorough and compliant documentation of all servicing activity, ensuring clear audit trails and adherence to regulatory and service standards
• Proactively follow up on outstanding items, coordinating across teams as needed to ensure all service requests are resolved within established timelines while effectively managing multiple priorities
• Ensure all workers’ compensation servicing activities (including voluntary and assigned risk policies) are completed in accordance with regulatory requirements, carrier guidelines, and internal service standards
• Maintain high quality and accuracy across calls, chats, emails, and task processing while effectively multi-tasking and prioritizing competing requests
• Identify trends, recurring issues, or process gaps and escalate appropriately to support continuous improvement
• Actively participate in training, updates, and cross-functional collaboration to remain current on product knowledge, billing practices, audits, and service expectations
• Assist callers with claims-related inquiries by providing adjuster contact information and directing them to available resources for claim status and bill payment
• Document claim-related inquiries and guidance provided, ensuring accurate records and timely communication as needed

Requirements:

• 3–5 years of progressive experience within the workers' compensation insurance industry
• Prior call center and or high-volume customer service experience is a plus
• Experience handling customer inquiries via chat, providing timely, accurate, and professional responses while maintaining engagement and service quality
• Must have Commercial Lines experience
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Experience with management systems such as ImageRight or similar platforms
• Ability to operate office equipment: scanners, copiers, fax machines, calculators
• Owns outcomes and meets expectations with integrity
• Acts promptly and professionally to resolve client needs and improve satisfaction
• Communicates clearly in verbal and written formats
• Gathers relevant information and proposes practical, timely solutions
• Understands and applies technical knowledge of P&C insurance in client-facing discussions
• Applies consultative selling and identifies opportunities to offer additional value
• Manages multiple priorities in a fast-paced environment while meeting deadlines
• Exhibits respect, tact, and accountability under pressure
• Fosters collaboration and assists team members as needed
• Bilingual (English/Spanish) preferred