Senior Customer Service Analyst

Role overview Support commercial insurance customers by answering questions, explaining policy and billing information, and handling routine service requests. You’ll serve as a dependable point of contact, keep requests moving through internal workflows, and help build the relationships that support customer satisfaction and retention. The role is remote and based in Urbandale, Iowa.

Responsibilities - Respond to customer inquiries about policies, billing, and day-to-day service needs. - Process payments and policy service requests, and follow up to ensure they are completed on time. - Resolve routine issues directly or coordinate with internal teams and other business partners. - Maintain positive customer relationships and contribute to retention and account growth. - Record and track work in workflow systems, including follow-up and delivery of final policy documents. - Keep up with market changes and follow applicable compliance and professional standards.

Requirements - High school diploma or GED. - At least two years of customer or client service experience; insurance or financial services experience is preferred. - Property and Casualty license, or willingness and ability to obtain one within 30 days of hire and licenses in all 50 states within 90 days. - Proficiency with Microsoft Office. - Availability for an eight-hour shift between 8:00 a.m. and 5:00 p.m. Central Time.

Nice to have - Experience with insurance payments, billing questions, or policy servicing. - Strong organization, prioritization, communication, problem-solving, and attention to detail. - Commercial insurance experience; training may be available for a suitable candidate without it.

Benefits and work setup - Remote position. - Benefits include health and welfare coverage, retirement savings programs, tuition assistance, and employee assistance programs. The position may also be eligible for performance-based incentives.