Job Description: Insurance Customer Sales & Service Representative (CSSR)
Specialization: Commercial, Home, and Auto Insurance (P&C)

Location: Remote (Offshore – Pakistan, India, or the Philippines)
Work Schedule: Monday to Friday, 8:00 AM – 5:00 PM Pacific Time (California, USA)

Different US hour options are available for Pakistani time — More details shared if interested.

Hybrid in Islamabad: 3 days in office and 2 days remote

Position Overview

We are seeking an articulate and highly organized Insurance Customer Sales & Service Representative (CSSR) to support a leading U.S.-based insurance brokerage. This role is designed for a technical professional who excels in the pre-sales and policy servicing lifecycle for Commercial Lines (General Liability, Workers' Comp, Cyber, E&O) and Personal Lines (Home, Auto, Umbrella).

The CSSR will manage the intake of client data, navigate complex carrier portals to obtain competitive quotations, and prepare professional proposals for review. This is an execution-focused role requiring a "Go-Giver" mindset and a commitment to high-quality service.

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Key Responsibilities

1. Strategic Quoting & New Business

• Execute the complete intake process for new business leads, ensuring all underwriting data is captured accurately.
• Navigate major U.S. carrier portals and comparative rating systems to secure market-leading quotations.
• Conduct comprehensive coverage comparisons (pricing, deductibles, and policy features) to identify the best-fit solutions for clients.
• Draft sophisticated insurance proposals and summaries of insurance for final review.

1. Technical Policy Servicing

• Manage the lifecycle of existing policies, including endorsements, renewals, and reinstatements.
• Liaise directly with carrier underwriters to resolve technical requirements and bind coverage.
• Issue Certificates of Insurance (COI) and handle urgent evidence of insurance requests.

1. Client Coordination & Relationship Management

• Provide high-touch customer support via phone and email, maintaining a professional and articulate register in all communications.
• Address complex billing inquiries and coverage questions with precision.
• Maintain meticulous records in the Agency Management System (AMS) and CRM.

Required Qualifications

• Experience: Minimum 2 years of experience working within a U.S. insurance agency or brokerage environment.
• Knowledge: Deep familiarity with U.S. insurance terminology, forms (ACORD), and policy structures for both Personal and Commercial lines.
• Communication: Exceptional verbal and written English skills (equivalent to a U.S. professional standard).
• Execution: Proven ability to manage multiple high-priority tasks in a fast-paced environment.

Technical & Software Requirements

• Systems: Proficiency in Agency Management Systems (e.g., Applied Epic, AMS360, EZLynx) and comparative raters.
• Tools: Advanced mastery of Microsoft Office 365 (Outlook, Word, Excel, Teams) and Adobe PDF.
• Environment: A dedicated, quiet home office with high-speed internet and professional noise-canceling hardware.

Core Competencies

• Innovation Mindset: A commitment to using AI and technology to stay relevant and productive.
• Analytical Precision: A high level of attention to detail in documentation and quoting.
• Proactive Execution: The ability to drive a file to completion without constant supervision.