Inbound Customer Service – Personal Lines

The Baldwin Group

. Manage inbound client calls regarding payments, cancellations, policy changes, coverage questions, and general service needs .

Posted 10/23/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with the ability to manage client interactions effectively while multitasking across various systems. Proficient in maintaining accurate documentation and addressing client needs with a friendly and professional demeanor.

Highest-signal resume keywords

Customer Service ExperienceInsurance Concepts UnderstandingState Insurance License AcquisitionProficient Typing SkillsBilingual in English and Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Accurate DocumentationPolicy Modifications ProcessingMultitasking AbilitiesProblem-Solving SkillsClient Relationship Management

Soft Skills

Strong Verbal CommunicationFriendly DemeanorAttention to DetailReliabilityCollaborative Approach

Tools & Technologies

Microsoft Office SuiteMulti-Screen SetupCall Center Systems

Certifications & Qualifications

State Insurance License

Industry Keywords

Client CallsPaymentsCancellationsCoverage QuestionsRevenue Retention

About the role

Key responsibilities & impact

Manage inbound client calls regarding payments, cancellations, policy changes, coverage questions, and general service needs
Maintain calm, confident, and friendly communication while multitasking across several systems and screens
Identify opportunities to deepen client relationships or support revenue retention by recognizing unmet needs or coverage gaps
Address concerns, overcome objections, and present solutions or alternatives
Enter accurate information and process updates in real time during client calls
Process endorsements, audits, and other policy modifications
Perform additional duties as assigned

Requirements

What you’ll need

Customer service or call center experience preferred but not required
Basic understanding of insurance concepts preferred
Ability to obtain state-required insurance licenses within the first 90 days (company-supported)
Proficient typing skills with accuracy
Comfortable with Microsoft Office Suite and able to learn new systems quickly
Ability to multitask, including talking, typing, researching, and problem-solving simultaneously
Comfort managing a steady volume of calls
Strong verbal communication skills and a friendly, patient, and professional demeanor
Quick learner comfortable using multiple systems and a multi-screen setup
High attention to detail with accurate documentation skills
Strong follow-through, reliability, and a collaborative approach
Candidates fluent in English and Spanish preferred

Benefits

Comp & perks

Training and proper licensing provided
Generous PTO Policy
Complete health benefits package
401K with company matching
Commission Opportunities with Incentives
Opportunity to move up in your career based on personal performance