Insurance Servicing Specialist

About the Role

We are seeking an Insurance Servicing Specialist who thrives in a high-velocity, fully digital environment and takes ownership of outcomes. This role requires someone who is computer-savvy and comfortable navigating multiple systems and platforms simultaneously.

This is not a traditional back-office processing role. You will be on the front lines via phone calls, emails, and chats servicing policies. You will work directly with customers, carriers, sales agents, loan officers, and third parties to ensure policies remain accurate, compliant, and active.

You will play a critical role across the entire customer lifecycle, from post-bind servicing to renewals and non-renewals, underwriting issues, cancellations, and policy changes.

The right candidate is highly independent, solutions-oriented, comfortable with ambiguity, and capable of making sound decisions with autonomy.

What Success Looks Like in This Role

• Moves quickly without sacrificing accuracy
• Translates complex policy and underwriting language into clear, plain English
• Helps customers understand their options, especially when coverage is at risk, including remarketing initiatives
• Proactively identifies solutions to prevent cancellations or non-renewals
• Maintains strong turnaround times for time-sensitive policy changes
• Identifies when verification is needed prior to endorsing policies
• Exercises sound judgment on when to escalate matters to a licensed agent
• Keeps current with carrier guidelines, industry trends, and product updates
• Operates effectively with minimal oversight after onboarding

Key Responsibilities

• Assist customers at all stages of the policy lifecycle (endorsements, renewals, cancellations, reinstatements, underwriting requirements)
• Identify and remarket policies to support retention to meet stated company goals
• Communicate complex carrier information clearly and empathetically to customers
• Present actionable options to customers when underwriting issues arise to help preserve coverage
• Collaborating with cross-functional departments including identifying and reporting product bugs to the appropriate stakeholders
• Work cross-functionally with sales agents, carriers, loan officers, and third parties to ensure timely resolution of policy updates
• Manage refinance-related policy updates and documentation with urgency and accuracy
• Monitor daily policy activity (i.e. cancellations and non-renewals) while independently troubleshooting servicing challenges across 35+ carriers