Insurance Back-Office Support

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Job Responsibilities

Phone & Client Communication

• Answer incoming calls promptly, professionally, and courteously with no missed calls.
• Direct calls to the appropriate team member or resolve client inquiries within scope.
• Provide policyholders with updates on billing, payments, ID cards, and document requests.
• Document all client interactions in the agency management system (AMS/CRM).
  

Retention & Cancellation Management

• Handle client cancellation requests with empathy and professionalism.
• Proactively address concerns by offering solutions, including policy reviews, discounts, or alternative coverage options.
• Highlight the value of staying with the agency (personalized service, bundled savings, local support, etc.).
• Escalate cancellations that cannot be retained to management with detailed notes.
• Track and report cancellation save attempts and outcomes weekly.
  

Outbound Service Calls

• Make a minimum of 100 outbound calls per day for service-related tasks.
• Contact clients regarding billing, missing documents, payments, ID cards, and Evidence of Insurance (EOI).
• Ensure all calls are logged and outcomes tracked (completed, voicemail, follow-up required).
• Follow call scripts and talking points to ensure consistency and compliance.
  

Pre-Bind Processing

• Review new applications for accuracy and completeness before binding.
• Verify required documents such as driver’s licenses, declarations, prior insurance, and payment authorizations.
• Ensure underwriting requirements are met prior to submission.
• Communicate with clients regarding any missing information needed before binding coverage.
  

Post-Bind Processing (Missing Documents)

• Follow up with clients immediately after binding to collect outstanding documents (signatures, inspections, proof of home updates, photos, etc.).
• Maintain a log of missing post-bind requirements and track deadlines.
• Send reminders via phone, email, and text until all documents are received.
• Upload and file completed documents into the agency management system.
• Communicate with carriers regarding outstanding underwriting requirements.
  

Policy Servicing & Processing

• Prepare quote summaries and proposals.
• Check and service policies to confirm accuracy.
• Set up policies for new and existing clients.
• Process renewals and manage renewal lists.
  

Certificates, Documents & Compliance

• Prepare and issue Certificates of Insurance (COI).
• Maintain accurate digital records and document indexing.
• Process loss runs and follow up with carriers.
• Ensure compliance with documentation standards.
  

Billing & Accounts Receivable

• Contact clients regarding overdue or upcoming payments.
• Explain payment options and assist clients with transactions.
• Monitor billing reports and follow up to prevent policy cancellations.
• Escalate unresolved billing issues to management.
  

Administrative Support & Data Entry

• Maintain accurate notes and task updates in the client management system.
• Send reminders to clients for payments or missing documents.
• Perform data entry for applications, policy changes, and other service requests.
• Assist the team with other administrative tasks as assigned.
• Participate in weekly check-ins with management to review progress and priorities.
  

Must-Have Qualifications

• 1–2 years of US insurance back-office support or client servicing experience.
• Strong communication skills for handling inbound/outbound client calls professionally.
• Proficiency in AMS/CRM tools for documentation and policy management.
• End-to-end experience in policy servicing, billing follow-ups, cancellations, and renewals.
• Detail-oriented, organized, and able to manage high call volumes (100+ calls/day).
• Candidates must have experience in US insurance processes.
  

Nice-to-Have

• Billing & Accounts Receivable experience.
• Administrative support experience.
  

Interview Process

• 1 HR Round
• 1 Operations Round
• 1 Client Round