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