Senior Customer Service Analyst

Company:

Marsh

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Description:

At Marsh Risk, our account management professionals are trusted partners to clients, helping them navigate important business decisions and manage their insurance needs. As part of FAAS—Franchise, Agents, and Affinity Solutions—you will support a defined book of franchise-sponsored business owner accounts and serve as a key point of contact throughout the insurance process.

The Commercial Lines Account Manager helps business owners complete enrollment and renewal activities for the core Business Owners Policy “BOP” solution and facilitates additional commercial coverage needs, such as Workers’ Compensation, EPLI, flood, earthquake, property, and excess liability. The role combines client service, insurance education, quoting, account coordination, and policy servicing.

This position is well suited for someone who is organized, comfortable communicating with business owners, eager to learn, and willing to take on increasingly complex commercial coverage needs over time. Commercial insurance experience and an active license are preferred, but we are willing to train the right candidate and support required licensing after hire.

This position has the ability to be remote.

Job Profile Description

• Serves as a primary point of contact for assigned franchise-sponsored business owner accounts and responds to client inquiries by phone and email within established service-level agreements.
• Guides clients through enrollment, renewal, and ongoing account service activities by gathering information, answering questions, and coordinating next steps.
• Helps identify and facilitate additional commercial coverage needs, including Workers Compensation, EPLI, flood, earthquake, property, excess liability, and other products.
• Reviews applications, supplemental forms, exposure information, and other underwriting documentation for completeness and accuracy.
• Obtains quotes through established carrier portals and coordinates account submissions with carriers and internal partners as appropriate.
• Prepares quote comparisons, proposals, coverage summaries, renewal materials, and other client or internal documentation.
• Explains available coverage information, policy details, quote differences, underwriting requirements, and next steps in a clear and professional manner.
• Coordinates binding, policy issuance, endorsements, cancellations, audits, certificates and other policy servicing requests with the appropriate teams.
• Maintains accurate account records, client communications, follow-up items, renewal dates, documentation, and activity notes in agency systems while meeting quality, productivity, and service expectations.

Required Qualifications

• Strong customer service, communication, organization, and follow-through skills.
• Ability to communicate professionally with business owners, carriers, and internal service teams.
• Ability to manage multiple accounts, deadlines, client requests, and follow-up activities.
• Comfortable learning insurance products, carrier portals, agency management systems, quoting tools, and established business processes.
• High school diploma or equivalent required; additional education or relevant experience preferred.
• Property and casualty insurance license preferred. Candidates who are not currently licensed must be willing to obtain the required license within 90 days after hire.

Preferred Qualifications

• Experience in commercial insurance, account management, underwriting, financial services, customer service, or a related field.
• Familiarity with business owner policies, workers compensation, commercial property, general liability, excess liability, EPLI, flood, earthquake, or other commercial coverages.
• Experience reviewing applications, gathering client information, obtaining quotes, preparing comparisons, or coordinating policy service requests.
• Experience working with carrier portals, customer relationship management systems, agency management systems, or other insurance technology.
• Active property and casualty insurance license.

Career Advancement

This role provides a structured opportunity to build commercial insurance expertise while working with business owners and experienced insurance professionals across Marsh McLennan. Employees will gain exposure to BOP enrollment, renewal management, ancillary coverage quoting, carrier portals, client consultation, and account servicing….