Customer Service- Commercial Lines (P&C)

### **FOCUS** **Remote, United States of America** ------------------------------------ **Company Overview** FOCUS provides cloud\-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P\&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid\-size, and growth\-focused insurance organizations. When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates. **Position Objective** The Customer Service\- Commercial Lines (P\&C) provides high\-quality, concierge\-level service to insureds and agents by managing and multi\-tasking across a broad range of servicing functions for workers’ compensation accounts, including complex billing matters, payroll adjustments, audit payment plans, and the coordination of loss runs and experience modification factors. This role handles a high volume of incoming calls, emails, and chats related to policy servicing, renewals, billing inquiries, cancellations, audits, and account maintenance, while effectively prioritizing multiple requests simultaneously. The Underwriter Associate CL\-I plays a critical role in supporting the full policy lifecycle by delivering timely, accurate communication, maintaining regulatory compliance, and ensuring operational efficiency and service quality standards are consistently met. **Position Summary** **Description** ### **Customer \& Agent Servicing (Calls, Emails, and Chats)** * Receive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies, including: o Policy document and endorsement requests o Complex billing inquiries and audit\-related questions o Renewal reviews and policy status updates o **Claims inquiries by directing customers to the appropriate claims resources and adjuster contacts** o Cancellation and reinstatement inquiries * Communicate professionally and effectively with insureds, agents, and underwriting partners to: o Confirm renewal processing and binding status o Provide timely billing, audit, and service request updates o Review potential cancellations and explain policy status o Address general workers’ compensation coverage questions within authority o Support agents by preparing policy documentation, coordinating service requests, and managing service needs for both voluntary and assigned risk policies, ensuring a consistent, high\-quality customer and agent experience. **Policy Processing \& Account Management** * Process and manage workers’ compensation policies, including new business, renewals, voluntary, and assigned risk accounts,