Commercial Insurance Admin Virtual Assistant (Customer Service)
9:30 PM to 5:30 AM MNL Time ( 9:30 AM to 5:30 PM EST)
Key Responsibilities
Certificate of Insurance (COI) Management
- Prepare, issue, revise, and manage ACORD 25 Certificates of Insurance based on specific contract requirements
- Review insurance requests to identify discrepancies in coverage, limits, or endorsement language
Policy & Endorsement Support
- Process and track policy endorsements, including CG 20 10, CG 20 37, AI/WOS, PNC, and 30-Day Notice of Cancellation
- Assist with policy changes, updates, and servicing across multiple commercial lines
Commercial Insurance Expertise
- Demonstrate strong knowledge of the following policy types:
- General Liability
- Commercial Auto
- Umbrella
- Workers Compensation
- Professional Liability
Client Communication & Service
- Respond to client inquiries via email and phone with professionalism and a customer-first mindset
- Handle client correspondence related to policy servicing, documentation updates, and compliance requirements
Systems & Workflow Management
- Manage workflows and maintain accurate client records using Salesforce Lightning or similar agency management systems
- Track tasks, service requests, and communications to ensure timely completion
Operational Excellence
- Maintain high accuracy and compliance while managing a consistent volume of service requests
- Collaborate with internal teams to ensure smooth policy servicing and high client satisfaction
- Maintain organized and detailed documentation of client interactions and policy changes
Qualifications
- Prior experience in commercial insurance customer service (agency or brokerage experience preferred)
- Strong understanding of commercial insurance policies, endorsements, and insurance terminology
- Proven experience preparing and issuing Certificates of Insurance
- Familiarity with Salesforce Lightning or comparable CRM platforms is a strong plus
- Excellent written and verbal communication skills
- High attention to detail with strong organizational and time-management skills
- Ability to manage multiple requests and deadlines in a fast-paced environment
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