Personal Lines Client Service Representative

Job Description

About Us

Thomas-Fenner-Woods Agency, Inc., headquartered in Columbus, OH, has been serving the insurance and risk management needs of clients since 1932. We offer a complete program of insurance and risk management services including commercial, personal, employee benefits, life, and health coverage. We are committed to protecting our customers and providing them with the best service possible. Through experience, education and training, we are continuing to analyze the source of risk and address them in the most comprehensive and cost-effective means available. As an independent agency, we represent the most reputable and financially sound insurance companies in the world, while maintaining our customers as our number one priority. Through proper planning and dedicated service, we make insurance work for you.

Personal Lines Client Service Representative

Position Summary:

The Personal Lines Client Service Representative is responsible for servicing and growing an assigned book of business by delivering exceptional customer service, strengthening client relationships, and identifying opportunities for account development. This role plays a key part in client retention, coverage education, and revenue growth while working collaboratively with producers, underwriters, and carrier partners.

Key Responsibilities:

Partner with Producers to serve as a primary point of contact for clients, providing guidance on effective risk management strategies and coverage solutions.

Process policy changes, endorsements, renewals, and related service requests accurately and in a timely manner.

Identify cross-sell and upsell opportunities by reviewing client accounts and recommending additional lines of coverage when appropriate.

Remarket existing accounts by obtaining competitive quotes from multiple carriers and assist Producers with new business submissions.

Conduct comprehensive coverage reviews and proactively advise clients on policy improvements or gaps in coverage.

Maintain accurate electronic documentation of renewals, policy changes, and correspondence in the agency management system.

Stay current on carrier guidelines, underwriting requirements, and industry best practices to ensure quality submissions and compliance.

Collaborate with internal team members to ensure a seamless and positive client experience.

Perform additional duties as assigned to support agency operations.

Qualifications:

High school diploma required; college degree preferred

Minimum of 2 years of experience in personal lines insurance

Active Ohio Property & Casualty license required, or the ability to obtain the license within 90 days of hire

Proficiency in Microsoft Office Suite; experience with Applied Epic or comparable agency management systems preferred

Familiarity with standard personal lines insurance practices, carrier forms, and policy provisions

Demonstrated ability to manage renewals and secure timely policy binding with carriers

Excellent verbal and written communication skills

Highly organized, detail-oriented, and capable of managing multiple priorities effectively

Strong problem-solving skills and sound judgment in balancing the best interests of clients, carriers, and the agency

Team-oriented with the ability to work independently and take initiative

Ability to pass a criminal background check, as permitted by law

Schedule: Monday-Friday, 8:30am-5:00pm

Office Location: 155 E. Broad Street, Suite 800, Columbus, OH 43215 (Hybrid Work Options)

Benefits:

Competitive Compensation Package

Health Insurance Plans (PPO, HSA, Copay Options)

Dental Insurance

Vision Insurance

Company Paid Disability Insurance

Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance

401(k) with Safe Harbor Match

Paid Time Off

Paid Holidays

No Solicitation Notification to Agencies: Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.

Full-time