[Hiring] Senior Customer Service Analyst @Marsh

Role Description

We are seeking a talented individual to join our team at Marsh Risk. This role will be based in Urbandale, IA. This is a remote role.

As a Senior Customer Service Analyst you will provide seasoned support to Marsh clients ensuring a high level of client satisfaction by:

• Reviewing insurance contracts
• Responding to client inquiries
• Strengthening and maintaining relationships with clients
• Driving growth and retention through exceptional service

At Marsh Risk, our account management professionals are trusted partners to clients, helping them navigate important business decisions and manage their insurance needs. As part of FAAS—Franchise, Agents, and Affinity Solutions—you will support our customers' insurance needs.

This position is well suited for someone who is organized, eager to learn, and willing to take on increasingly complex commercial coverage needs over time.

We will count on you to:

• Deliver excellent customer service by responding to questions, explaining policy and billing-related information, and supporting day-to-day service needs.
• Assist customers with policy servicing tasks, including taking payments, processing requests, and ensuring timely follow-up.
• Build and maintain strong customer relationships to support a positive experience, retention, and growth.
• Serve as a primary point of contact for routine customer needs and standard inquiries, resolving issues or partnering with internal teams as needed.
• Work closely with internal and external business partners to gather customer feedback and help develop solutions.
• Stay current on market changes and comply with all compliance, professional, and transparency standards to better serve customers.
• Document and track all activities in the workflow system to support timely follow-up by customers, carriers, and internal teams, and to ensure delivery of final policy documents.

Qualifications

• High school diploma or GED required.
• 2+ years of customer service or client service experience, preferably in an insurance or financial services environment.
• Property & Casualty license, or willingness and ability to obtain within 30 days of hire (will require licensing in all 50 states within 90 days of hire).
• Proficiency in MS Office Suite and the ability to work an 8-hour shift between 8:00 AM and 5:00 PM CT.

Requirements

• Strong organizational and prioritization skills with the ability to multitask in a fast-paced environment.
• Excellent verbal and written communication skills.
• Effective relationship-building and problem-solving abilities, with keen attention to detail and a focus on accuracy.
• Experience handling insurance payments, billing questions, or policy servicing support.

Benefits

• Professional development opportunities
• Interesting work and supportive leaders
• A vibrant and inclusive culture
• A range of career opportunities
• Health and welfare benefits
• Tuition assistance
• 401K savings and other retirement programs
• Employee assistance programs