Insurance Customer Service Representative

SUPERVISED BY: Personal Lines Manager

STATUS: Hourly, Nonexempt

LAST REVISED ON: April 2026

*General Purpose*:

Provide service and administrative support and work collaboratively to administer the company’s personal lines insurance programs.

Essential Job Functions\*

Service personal lines clients and policies

• Respond to policyholder inquiries regarding coverage, billing, claims and other related issues.
• Maintain personal lines client files, database entries, records, and agency/online computer systems.
• Process information for new business policies, renewals and endorsements.
• Assure that customer service efforts meet and exceed company standards.

Sell and market personal lines programs

• Gather initial information and prepare quotes and proposals for prospective clients.
• Discuss costs, coverage implications, needs and alternatives.
• Provide guidance to prospective clients on coverages, costs, options, and requirements.
• Gather applications and other relevant information necessary for underwriting.
• Assist with other marketing efforts, such as mass mailings or trade shows, as needed.

Administration of personal lines policies and records

• Review and prepare policies and endorsements for accuracy and adequacy.
• Process downloads and assign to appropriate file.
• Assist in maintaining personal lines procedure manual.

Secondary Job Functions

• Develop a general understanding of other products offered by the agency and seek potential cross selling opportunities.
• Assist in other tasks or special projects, as specified by personal lines manager, commercial lines manager or department director.

Qualifications and Skills:

General Educational/Experiential Development:

• Verbal and written communication skills, quantitative skills, and general educational development are typically associated with the completion of a high school curriculum.
• Willingness to obtain a current property/casualty license issued by the state of Michigan upon employment or be a current licensee.
• Some knowledge and experience in selling and servicing insurance products helpful, but not required.

Position Requirements (Skills \& Abilities):

• Extensive clerical and administrative experience, including:
• Ability to use office equipment, including telephones, computers, and photocopying equipment.
• Typing and word processing, from original notes and dictation.
• Competency in constructing proper sentences for business correspondence, and other editorial needs.
• Confidentiality.
• Ability to work with and for a group of employees and balance workloads and priorities.
• Attention to detail is critical to ensure accuracy.

Comments

• This position is hourly and may require overtime. Approval for overtime (once approved by Personal Lines Manager) is granted by the executive director and human resources.
• The above statements should not be construed as an exhaustive list of all duties that may be performed of the individual in this position. Other duties may be assigned as necessary.

Minimum Physical Expectations:

• Physical activity that often requires keyboarding, sitting, phone work and filing.
• Physical activity that often requires extensive time working on a computer.
• Physical activity that sometimes requires lifting under 30 lbs. with assistance of a cart for carrying boxes.
• Physical activity that sometimes requires travel by car.
• Physical activity that sometimes requires bending, stooping, reaching, climbing, kneeling and/or twisting.
• Specific vision abilities required include close vision, depth perception, and the ability to adjust and focus. Must hear and speak well enough to conduct business over the telephone or face to face (in English) for long periods of time.

An Asterisk (\*) denotes duties or responsibilities judged to be “essential functions” in terms of the Americans with Disabilities Act or ADA.

• The Privacy Rules place certain restrictions on the acquisition, use and disclosure of Protected Health Information (PHI). Further, under the rules and agreements signed by Michigan Dental Association with the Health Insurance Marketplaces, and in accordance with federal regulations, the Michigan Dental Association must also protect Personally\-Identifiable Information (PII) that we may receive, use, transmit, or store about any client or prospect who may purchase health insurance coverage through the Health Insurance Marketplaces, whether federally\-facilitated, in a state partnership or state\-operated. This policy applies to all Michigan Dental Association employees, which is defined for the purposes of this document to be employees of all current and future subsidiaries of the Company.

Pay: $40,000\.00 \- $50,000\.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On\-the\-job training
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Okemos, MI 48864