Job Description

Serve with impact. As a Senior Client Service Representative, you’ll be a trusted partner to clients and producers, delivering exceptional service across a complex book of business. You’ll guide junior staff through mentorship, manage renewals with accuracy and care, and respond to daily client needs with professionalism and expertise. In this role, you’ll handle policy changes, maintain precise documentation, ensure regulatory compliance, and support producer partners in meeting client expectations. With strong communication skills and deep insurance knowledge, you’ll help create a streamlined, client-focused experience that strengthens relationships and elevates service quality.

Why Jewelers Mutual:

Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.

As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.

We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people.

Here, you’ll:

• Move fast and embrace change
• Always look for better ways
• Grow, thrive, and help shape what’s next

Join us and be part of a culture where you can make an impact while building your future.

What You’ll Do:

• Training and Mentorship: Mentor and coach junior CSR staff, providing training, feedback, and professional development opportunities to enhance team performance and service delivery
• Renewal Facilitation: Retain clients by building strong relationships and ultimately becoming a strategic business partner. In collaboration with producer partners, coordinates and facilitates policy renewals, ensuring timely and accurate completion of renewal processes for complex accounts and/or a larger book of business. Communicates with clients regarding renewal options, premiums, and any necessary updates or changes to their policies.
• Producer Support: Provide assistance to specific 1099 producers as needed, supporting their client service and sales activities. Collaborate with producers to understand client needs and preferences, offering support in meeting client expectations.
• Client Support: Ensure client satisfaction by delivering high-quality service and resolving issues in a timely manner. Address daily client inquiries, concerns, and issues promptly and effectively, either independently or in coordination with producers. Assist clients with policy-related questions, coverage inquiries, claims assistance, and other service-related matters.
• System and Policy Compliance: Maintain accurate client records, policy documentation, and renewal schedules. Process policy endorsements, amendments, and other administrative tasks accurately and efficiently. Assist with maintaining compliance with industry regulations and agency standards.
• Process Improvement: Identify opportunities for process improvement and contribute ideas to enhance operational efficiency and client service delivery. Contribute to the development and implementation of client service standards, best practices, and performance metrics, fostering a culture of continuous improvement and excellence.
• Confidentiality: Maintain strict confidentiality in handling client information and adhere to all privacy regulations and protocols.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You'll Bring:

• High school diploma or equivalent; additional education is a plus.
• 4+ years of experience in insurance client service, support, or related roles preferred, with a track record of success in managing complex accounts and delivering exceptional service
• Active Property & Casualty insurance license required
• Achievement or active progress toward industry designation preferred, such as CISR (Certified Insurance Service Representative), CIC (Certified Insurance Counselor), or similar
• Advanced knowledge of insurance products, coverage options, and regulatory requirements, with a focus on Commercial and Specialty markets
• Proven ability to thrive in a dynamic, fast-paced environment and adapt to changing priorities and business needs
• Excellent communication and interpersonal skills
• Ability to work collaboratively with producers and other team members
• Proficiency in using computer applications and agency-specific software
• Detail-oriented with excellent organizational and time management skills

What We Offer You:

• Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
• Collaborative Culture Work alongside talented, passionate peers who value ownership and continuous learning.
• Community & Giving Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
• Great Place to Work® Certified Join a team recognized for an environment of innovation and growth.

Accessibility and Accommodations
We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting jmrecruiting@jminsure.com.

New York Salary Range
$75k to $110k with commission potential

This range represents the minimum and maximum base salary that our organization reasonably and in good faith expects to pay for this position at the time of posting. The actual compensation offered may vary based on factors including but not limited to: experience, education, skills, and location.