Personal Lines Customer Service Representative
Full Title: Personal Lines Customer Service Representative
Location: Northville, MI
Employment Type: Hybrid: In-office four days per week
About Tropolis
Tropolis is a leading national insurance brokerage focused on combining technology and data to drive growth, improve employee experience, and deliver exceptional customer service. Our mission, Insuring Tomorrow Together, reflects our commitment to being a trusted brokerage, embracing innovation, and building a collaborative culture with our agency partners, customers, carriers, and communities.
Position Overview
The Personal Lines Customer Service Representative (CSR) supports the clients and internal producer partners with day-to-day service needs across the full policy life cycle. This role focuses on responsive client support, accurate processing, and consistent documentation to deliver high-quality customer experience and protect E-and-O standards. To help maintain an organized and welcoming office environment, light day-to-day office support will be required as needed.
Full Title: Personal Lines Customer Service Representative
Location: Northville, MI
Employment Type: Hybrid: In-office four days per weekk
What you will do
- Serve as a primary point of contact for client service requests on assigned accounts
- Process policy changes and service requests including endorsements, evidence of insurance, ID cards, cancellations, reinstatements, and billing support with speed and accuracy
- Assist with new business onboarding by collecting required information, confirming coverage details, and coordinating policy issuance and delivery
- Prepare client-ready correspondence and basic coverage summaries, and help explain policy documents in a clear, practical way
- Maintain thorough, timely documentation and file hygiene within the agency management system, including notes, activities, attachments, and required fields
- Track open items, follow up with carriers and clients, and manage multiple priorities with strong organization and follow through
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Partner with producers and account managers to identify rounding and cross-sell opportunities and improve retention through proactive service
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Stay current on carrier requirements and workflow expectations impacting property and casualty accounts
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Answer the main office phone line, greet callers professionally, and direct calls or take messages for the appropriate team members
- Receive, sort, distribute, and prepare incoming and outgoing mail and packages, ensuring items are routed to the appropriate recipients
- Provide light day-to-day office support as needed to help maintain an organized and welcoming office environment
Success looks like
- Consistently timely, accurate service delivery with minimal rework
- On-time renewals supported by complete information gathering and strong follow through
- Clean documentation and compliance discipline that supports E-and-O best practices
- Strong client satisfaction and dependable internal partnerships with producers and account managers
Qualifications
Required
- Current Property and Casualty insurance license in good standing
- At least 3 years of experience in an independent insurance agency supporting property and casualty accounts
- Working knowledge of personal lines coverages, servicing workflows, and carrier processing requirements
- Strong organization and follow through across multiple concurrent deadlines
- Excellent written and verbal communication, with the ability to support clients professionally and efficiently
- High attention to detail and commitment to documentation, compliance, and E&O controls
Nice to have
- Experience with Applied Epic or a comparable agency management system.
Compensation & Benefits
- Benefits: Tropolis offers a competitive and comprehensive benefits package, including flexible time off, 11 paid holidays, a 401(k) with 100% match on the first 4% with immediate vesting, and medical, dental, and vision plan options with 90% employer paid.
- Purpose Plan: All eligible team members participate in Tropolis’ Purpose Plan, an equity incentive program that lets you share in Tropolis’ long-term success through an equity pool that can grow over time.
- Compensation: Compensation range: $50,000 - $57,000
Pre-employment Testing & Background Checks
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Employment is contingent upon successful completion of any pre-employment testing required for the role and a satisfactory background check. This may include verification of licensing and credentials, employment history, and other checks consistent with applicable laws and business needs.
Apply Now!
Tropolis is an Equal Opportunity Employer and celebrates diversity in all forms. We are committed to creating an inclusive environment for all employees.GROW PERSONALLY AND PROFESSIONALLY
Working for Tropolis means being part of creating a dynamic, passionate, and fast-growing work environment that puts you first.