Customer Service Representative

Title: Agency Services Representative/ Customer Service Specialist

• Location: Hybrid, Broomfield, CO 80021 - 3 days in office required
• Duration: Long-term contract
• Shift: 8:00 AM - 5:00 PM Mountain Time

Work Environment & Schedule:

This role is performed in an office and remote office environment and requires extended periods of computer use. Standard business hours apply, with overtime as needed to meet business deadlines and regulatory timelines.

Position Summary:

The Agency Services Representative supports day-to-day agency operations by maintaining accurate agency and producer information, supporting WYO appointments and credentialing activities, and ensuring required documentation is complete and accessible across internal systems. This role provides frontline support to agents and agency principals by completing onboarding and enrollment activities, setting up agency downloads, processing Agent of Record (AOR) requests, and responding to inbound calls and inquiries. The position partners closely with Agents, WYO partners, and Underwriting to support timely, compliant, and high-quality service delivery.

Required:

• Strong attention to detail with the ability to manage high-volume, time-sensitive requests while maintaining accuracy.
• Proficiency with Microsoft Office (Outlook, Word, Excel) and comfort learning new systems/portals.
• Clear written and verbal communication skills; ability to communicate status and issues to multiple stakeholders.
• Ability to handle confidential information with discretion.
• High school diploma or equivalent required.

Preferred:

• Intermediate Excel skills (filters, pivot tables, lookups)
• Experience in flood insurance
• Core Competencies
• Ownership and follow-through
• Organization and time management
• Problem solving and sound judgment
• Collaboration across all departments and teams
• Accuracy and quality orientation
• Customer service mindset