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Customer Service/Account Executive

Alternate Locations:

NY - New York (350 Fifth) - NY201

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The Customer Service/Account Executive will provide related services  to USI Affinity Lawyers’ Professional Liability customers in accordance with USI and Customer’s service standards.  Provides services to assigned Solo and two attorney firm accounts including responding to inquiries from customers and/or brokers to ensure service requirements are met or exceeded.  Documents company records; retains and develops business relationships and provides management reports relative to book profile and performance while adhering to Service Level Standards


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.



  •  Answer incoming queue calls within 30 seconds and provide accurate service to the callers by responding to customer questions such as, but not limited to, prior acts dates; limits and deductible; premium amount; billing questions.
  • Respond to all e-mails within 4 hours and provide accurate responses to customer questions such as, but not limited to, prior acts dates; limits and deductible; premium amount; billing questions; copy of renewal applications; policy document copies.

  • Make “touch calls”.

  • Refer all customer coverage-related questions to the appropriate Account Executive.

  • Receive and distribute requests for policy changes.

  • Issue certificates of insurance upon request. Send policy renewal reminder e-mails on all accounts 45 days and 30 days prior to the policy expiration date.

  • Responsible for appropriately completing all non-pay cancellation policy change requests (if assigned).

  • Obtain missing signed finance agreements and forward to finance company for processing (if assigned).

  • Responsible for following-up for missing financing installments (if assigned)

  • Liaison between USI Affinity and the finance company

  • Process non-renewal notices and send certified mail within 10 days of the policy expiration date if underwriting information is still outstanding.

  • Researches and correct returned mail to ensure appropriate delivery.


  • Retain and develop existing customer accounts from assigned book of business. Provide management status reports on book.

  • Identify customer needs and exposures. Counsel customers and/or brokers on appropriate coverage and provide cautionary advice.  Present proposals to customers.

  • Solidify relationships with underwriters and customers.

  • Respond to or appropriately redirect phone calls and correspondence from internal and external customers with urgency.

  • Expedite service responses to external customers.

  • Cross sell, round accounts and refer new business opportunities.

  • Communicate with underwriters to obtain information or inform them about account status or changes. 

  • Negotiate terms of policies with underwriters with the guidance of manager or supervisor.

  • Attend meetings, seminars, conferences, etc. to keep abreast of market and product changes and communicate such changes to all stakeholders.

  • Escalate problems to managers as appropriate.

  • Review and verify data, such as name, address, attorney roster for insurance applications and policies to ensure company database integrity.

  • Complete and submit policy change requests in a timely and accurate manner.

  • Review and manage outstanding accounts receivables.


    QUALIFICATIONS  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • High School Diploma or G.E.D.  is required;

  • Customer Service experience in a call center environment is required;

  • Insurance industry experience servicing accounts is required. 

  • Commercial insurance experience is preferred and Professional Liability experience is a PLUS.


Language Ability – Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Math Ability –Ability to conduct basic math, apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability – Ability to define problems, collect data, establish facts, and draw valid conclusions.


To perform this job successfully, an individual should have knowledge of the Microsoft Office Suite of products, including Word; Excel; and Outlook. 


Property & Casualty License is required, or the ability to successfully obtain P&C license within 45 days of employment.


OTHER SKILLS AND ABILITIES                                                   

  • Sales and customer service orientation is required.

  • Must be able to develop and maintain strong business relationships as well as the ability to deal effectively with difficult or sensitive situations.

  • Must have excellent organizational skills and attention to detail. 

  • Must be able to work independently and as part of a team.

  • Must be a self-starter; and be goal oriented.

  • Must be able to handle high volume and multi-task.

  • Must present a professional presence and appearance consistent with the environment of the USI Affinity organization, prospects, customers and corporate partners.

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