Customer Service Representative - Surplus Lines

Client Service/Account Management
55472 Requisition #
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Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 30,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.


Position Summary:

The Customer Service Representative serves as a liaison between customers and the service staff, providing administrative support for professional liability policies and other benefits to service-providing professionals.

Essential Duties:

  • You will be responsible for the servicing of existing clients, identifying and assessing customer needs to achieve satisfaction. This may include determining why an application was denied, why coverage was canceled, and other policy questions.
  • You will receive and respond to customer service inquiries both written and verbal.
  • You will follow up on customer issues, research problems and process documents, such as addendums to group insurance policies, and other items necessary to ensure a successful resolution.
  • You will handle certificate requests, billing calls and correspondence that are predominantly routine, but may require some deviation from standard procedures.
  • You will provide support to the team by becoming an expert on the products and processes within first 90 days of the hire date.
  • You will act as the “go-to” person for Errors & Omissions and Cyber coverage questions.
  • You will assist the team in resolving complex issues like addendum requests, adding a DBA or additional agency name to policies, helping clients choose the right coverage for them, etc.
  • You will support inbound/outbound calls, and emails regarding our professional liability master policies, website troubleshooting, and association benefits such as continuing education courses.


  • High school diploma
  • Minimum of 1 year of customer service experience
  • Strong typing and basic computer skills


  • Working knowledge of MS systems, i.e., MS Excel, MS PowerPoint, Outlook and MS Word
  • Property and Casualty Licensed
  • Surplus Lines Experience

Work Traits:

  • Good verbal communication skills
  • Maintains a high level of professionalism with clients and establishes a positive rapport with every caller
U.S. Eligibility Requirements:
  • Interested candidates must submit an application and resume/CV online to be considered
  • Must be 18 years of age or older
  • Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
  • Must have unrestricted work authorization to work in the United States.  For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
  • Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement, which require, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure

Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more.  

Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic.​ Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.


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