Customer Service- Commercial Lines (P&C)

Company Overview

FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations.

When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates.

Position Objective  

The Customer Service- Commercial Lines (P&C) provides high-quality, concierge-level service to insureds and agents by managing and multi-tasking across a broad range of servicing functions for workers’ compensation accounts, including complex billing matters, payroll adjustments, audit payment plans, and the coordination of loss runs and experience modification factors. This role handles a high volume of incoming calls, emails, and chats related to policy servicing, renewals, billing inquiries, cancellations, audits, and account maintenance, while effectively prioritizing multiple requests simultaneously. The Underwriter Associate CL-I plays a critical role in supporting the full policy lifecycle by delivering timely, accurate communication, maintaining regulatory compliance, and ensuring operational efficiency and service quality standards are consistently met. 

Position Summary  

Description 

Customer & Agent Servicing (Calls, Emails, and Chats)

·        Receive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies, including:

o   Policy document and endorsement requests

o   Complex billing inquiries and audit-related questions

o   Renewal reviews and policy status updates

o   Claims inquiries by directing customers to the appropriate claims resources and adjuster contacts

o   Cancellation and reinstatement inquiries

·        Communicate professionally and effectively with insureds, agents, and underwriting partners to:

o   Confirm renewal processing and binding status

o   Provide timely billing, audit, and service request updates

o   Review potential cancellations and explain policy status

o   Address general workers’ compensation coverage questions within authority

o   Support agents by preparing policy documentation, coordinating service requests, and managing service needs for both voluntary and assigned risk policies, ensuring a consistent, high-quality customer and agent experience.

Policy Processing & Account Management

• Process and manage workers’ compensation policies, including new business, renewals, voluntary, and assigned risk accounts, ensuring accuracy, completeness, and timely delivery to policyholders and agents.
• Review policy information for correctness, including payroll, classifications, billing setup, and endorsements, and resolve discrepancies as needed.
• Maintain thorough and compliant documentation of all servicing activity, ensuring clear audit trails and adherence to regulatory and service standards.
• Proactively follow up on outstanding items, coordinating across teams as needed to ensure all service requests are resolved within established timelines while effectively managing multiple priorities.

Compliance, Quality & Continuous Improvement

• Ensure all workers’ compensation servicing activities (including voluntary and assigned risk policies) are completed in accordance with regulatory requirements, carrier guidelines, and internal service standards.
• Maintain high quality and accuracy across calls, chats, emails, and task processing while effectively multi-tasking and prioritizing competing requests.
• Identify trends, recurring issues, or process gaps and escalate appropriately to support continuous improvement.
• Actively participate in training, updates, and cross-functional collaboration to remain current on product knowledge, billing practices, audits, and service expectations.

 15%

Claims Support & Coordination

• Assist callers with claims-related inquiries by providing adjuster contact information and directing them to available resources for claim status and bill payment.
• Document claim-related inquiries and guidance provided, ensuring accurate records and timely communication as needed.

Work Experience  

•  Experience:
  • 3–5 years of progressive experience within the workers’ compensation insurance industry.
  • Prior call center and or high-volume customer service experience is a plus.
  • Experience handling customer inquiries via chat, providing timely, accurate, and professional responses while maintaining engagement and service quality.
  • Must have Commercial Lines experience

Technical Skills:

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience with management systems such as ImageRight or similar platforms.
• Ability to operate office equipment: scanners, copiers, fax machines, calculators.

Knowledge, Skill and Abilities  

• Accountability: Owns outcomes and meets expectations with integrity.

• Client Service Orientation: Acts promptly and professionally to resolve client needs and improve satisfaction.
• Communication: Communicates clearly in verbal and written formats; bilingual (English/Spanish) preferred.
• Problem Solving: Gathers relevant information and proposes practical, timely solutions.
• Technical Acumen: Understands and applies technical knowledge of P&C insurance in client-facing discussions.
• Sales Insight: Applies consultative selling and identifies opportunities to offer additional value.
• Organization: Manages multiple priorities in a fast-paced environment while meeting deadlines.
• Professionalism: Exhibits respect, tact, and accountability under pressure.
• Team Support: Fosters collaboration and assists team members as needed.

Organizational Structure 

Job Title this position reports to:  Supervisor, Client Experience
 

Working Conditions  

• Work Schedule: Monday through Friday 9am-6pm EST.

FLSA Status  

The FLSA status for this position will be determined by the Compensation or HR team 

Why join the FOCUS Team?  

The FOCUS Difference:

• Medical, Dental, Vision, Life, Pet; Flexible Spending Account

• Competitive Salaries

• 401K Match  

• Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave

• Short and Long-Term Disability

• Employee Support Programs, Including Mental Health

• Tuition Reimbursement  

• Matching Charitable Gift Program

• Lucrative Referral Program

• Commuter Benefits

• Flexibility: Remote and Hybrid Opportunities Available

This position is not able to be performed in California, Colorado, New York or Washington. 

 EEO

Team Focus Insurance Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability

Team Focus Insurance Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at [email protected]. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.

Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.