Customer Care Representative - Commercial Lines

Recognized as aMilwaukee Journal SentinelTop Workplace for 14 consecutive years, including three years of being honored as number one! Join us at West Bend, where we believe that our associates are our greatest asset. We hire talented individuals who are conscientious, dedicated, customer focused, and able to build lasting relationships. We create and maintain an environment where you feel a sense of belonging and appreciation. Your diversity of thought, experience, and knowledge are valued. We're committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth. More than a workplace, we celebrate our successes and take pride in serving our communities.

As a licensed agent, handle calls in the Commercial Lines Customer Care Center. Answer questions, provide information, and advise callers about commercial lines coverages and products. Assist with bill payments, new claim entry, and policy change requests. Underwrite policyholder changes within the West Bend letter of authority. Provide a superior level of service to all customers.

This position offers a hybrid work schedule. Candidates who are located within 50 miles of the West Bend Corporate office will work a hybrid schedule (at least 3 days/week) for collaboration days, team meetings or other in-person events.

The internal deadline to apply is 02/19/26. External applications will be accepted on a rolling basis while the position remains open.

Schedule: Monday-Friday 9:00am-5:30pm and one shift of 11:00am-7:00pm, approximately every 16 days.

Key Responsibilities

Respond to inquiries from policyholders and agents in a clear, jargon-free manner.
• Provide information and guidance on commercial lines coverages and products.
• Assist with billing inquiries, claim entry, and policy change requests.
• Underwrite policyholder changes within authorized limits.
• Document all activities in the management system.
• Generate certificates of insurance and issue Instant Issue Bonds upon request.
• Provide support in other phone queues based on volume and departmental needs.
• Perform other duties as assigned by management.

Preferred Experience and Skills

• 1-3 years of experience in the commercial lines insurance industry
• 1 year of experience providing customer service in the insurance industry
• Customer service skills
• Interpersonal skills
• Problem solving, decision making and multi-tasking skills

Preferred Education and Training

• Associate's or Bachelor's degree
• Property & Casualty agent's license (required)
• Associate in Commercial Lines (AU) designation and/or completion of at least 2 parts of CISR or CIC program

The salary range for this position is $65,000-76,936.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, business needs, geographical location, and internal equity. Compensation decisions are made by West Bend and are dependent upon the facts and circumstances of each position and candidate.

West Bend offers a comprehensive benefit plan including but not limited to:

• Medical & Prescription Insurance

• Health Savings Account

• Dental Insurance

• Vision Insurance

• Short and Long Term Disability

• Flexible Spending Accounts

• Life and Accidental Death & Disability

• Accident and Critical Illness Insurance

• Employee Assistance Program

• 401(k) Plan with Company Match

• Pet Insurance

• Paid Time Off. Standard first year PTO is 17 days, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidates

• Bonus eligible based on performance

• West Bend will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act for Colorado employees, in accordance with its plans and policies.

West Bend provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and promotion.