Policy Servicing Specialist

The Policy Servicing Specialist is responsible for providing administrative and operational support related to the maintenance and servicing of insurance policies. This role ensures policyholder records are accurate and up to date, processes policy changes, and provides high-quality service to internal teams, agents, and customers. The specialist plays a critical role in supporting policy lifecycle management while maintaining compliance with company procedures and regulatory requirements.

Key Responsibilities

• Process policy changes including endorsements, cancellations, reinstatements, renewals, and policy updates.

• Review incoming service requests for accuracy and completeness.

• Maintain accurate policyholder records in policy administration systems.

• Respond to service inquiries from agents, brokers, customers, and internal departments.

• Ensure all policy servicing transactions comply with company policies and regulatory guidelines.

• Generate and distribute policy documents, certificates, and correspondence.

• Research and resolve discrepancies related to policy information, billing, or coverage.

• Collaborate with underwriting, billing, and customer service teams to resolve service issues.

• Monitor workflow queues and ensure service requests are completed within established service level agreements (SLAs).

• Assist with audits, reporting, and documentation related to policy servicing activities.

• Identify opportunities to improve processes and enhance service efficiency.

Qualifications

Education

• High school diploma or equivalent required

• Associate or bachelor’s degree in business, finance, or a related field preferred

Experience

• 1–3 years of experience in insurance operations, policy administration, or customer service preferred

• Experience working with insurance policy systems or CRM platforms is a plus

Knowledge & Skills

• Knowledge of insurance terminology and policy structures

• Strong attention to detail and accuracy

• Excellent organizational and time management skills

• Strong written and verbal communication skills

• Ability to handle multiple tasks in a fast-paced environment

• Proficiency in Microsoft Office (Word, Excel, Outlook)

• Ability to work independently and collaboratively within a team

Key Competencies

• Customer service orientation

• Problem solving and analytical thinking

• Accountability and reliability

• Process improvement mindset

• Adaptability and flexibility