Customer Service Representative (Insurance)

Company DescriptionAt Insurance World Agency (IWA), we help individuals and businesses navigate insurance with clarity and confidence. From auto and home to commercial coverage, our goal is to simplify the process and deliver tailored solutions at competitive rates. As a growing independent agency based in Downers Grove, IL, we pride ourselves on responsive service, strong carrier relationships, and a client-first approach.Role DescriptionThis is a full-time, on-site role based in Downers Grove, IL for a Customer Service Representative (CSR).This role is focused on day-to-day policy servicing and client support, including handling service requests, processing policy changes, and ensuring timely and accurate communication with clients and carriers.Key Responsibilities:Assist clients with policy servicing requests (endorsements, changes, renewals)Generate and manage Certificates of Insurance (COIs)Handle incoming calls and respond to client inquiries professionallyProcess policy updates and maintain accurate client recordsFollow up on billing issues, payments, and account balancesManage policy cancellations, reinstatements, and related communicationsWork with insurance carriers to complete service requestsSupport internal team members with account management tasksDeliver a high level of customer service and responsivenessQualificationsStrong customer service and communication skillsHigh attention to detail and organizational ability (critical for policy servicing, COIs, and billing follow-ups)Ability to manage multiple tasks and prioritize effectivelyProfessional and confident phone presenceComfortable working in an in-office, team-oriented environmentPreferred:Prior experience in an insurance agency (CSR or Account Manager role)Experience handling Certificates of Insurance (COIs)Familiarity with billing, cancellations, and reinstatementsExperience with CRM or agency management systemsCompensation and GrowthEntry-level compensation (hourly, based on experience)Opportunity to gain hands-on experience in the insurance industryClear path for growth into higher-paying roles within the agency over time