Regional Customer Service Representative

Compensation: $19.07 Hourly Rate + Bonus Eligible

Location: Ohio, Indiana, Illinois, Nevada, or Arizona

Position Summary

Dynamic Specialty is seeking a highly motivated, organized, and relationship-driven Regional Customer Service Representative to oversee the growth, servicing, licensing, reporting, and operational management of one of our five regions in the United States. This individual will be responsible for managing approximately 70-120 appointed agencies while ensuring exceptional agency support, strategic growth, compliance, and overall regional performance.

The Regional Customer Service Representative will serve as the primary point of contact for agencies within the assigned territory, working closely with Underwriting, Accounting, Licensing, IT, Carrier Relations, and Executive Leadership to ensure agencies have the tools and support needed to succeed. As Dynamic Specialty continues its nationwide expansion, this individual will help build, train, and manage a regional team while collaborating with other Regional Customer Service Representatives across the country.

Essential Duties / Responsibilities

*Agency Relationship CSR*

• Manage and maintain relationships with approximately 70-120 agencies appointed throughout one of our five regions in the USA
• Serve as the primary point of contact for assigned agencies
• Build long-term partnerships focused on agency growth, profitability, and customer satisfaction
• Conduct regular agency check-ins, business reviews, and strategy meetings
• Promote agency engagement and encourage continued production across all product lines

*Agency Appointments & Onboarding*

• Manage the agency appointment process from initial application through activation
• Review agency qualifications and coordinate onboarding requirements
• Assist new agencies with licensing requirements, contracts, and system setup
• Conduct onboarding and training sessions for newly appointed agencies
• Ensure agencies understand Dynamic Specialty's products, technology, and underwriting processes

*Agency Servicing & Support*

• Provide exceptional day-to-day service to assigned agencies
• Coordinate agency requests with Underwriting, Licensing, Accounting, IT, Claims, and Carrier Relations
• Ensure timely resolution of agency questions and service issues
• Maintain a high level of professionalism and responsiveness

*Agency Outreach & Business Development*

• Conduct proactive outreach to both existing and prospective agencies
• Schedule agency meetings, webinars, and training sessions
• Introduce new products, carrier programs, and technology enhancements
• Build strong relationships that increase agency retention and production
• Identify opportunities to expand agency participation throughout the territory

*Production Management & Territory Performance*

• Stay up to date on daily bind activity across all assigned states
• Track monthly production trends and written premium throughout the territory
• Monitor how many binds come in each day and each month across the assigned region
• Track how much premium is being written across all assigned states, agencies, carriers, and lines of business
• Monitor agency performance, quote activity, bind ratios, and overall growth
• Maintain a healthy balance of agencies, binds, and written premiums across all assigned states
• Ensure production is not overly concentrated in one state and work toward balanced bind and premium activity across the territory
• Work proactively with agencies in lower-performing states to increase production
• Monitor market penetration and identify opportunities for strategic expansion
• Provide executive leadership with regular updates on production, premium volume, growth, agency activity, and regional performance

*Reporting & Analytics*

• Prepare and maintain reports related to daily and monthly bind counts
• Track written premium by agency, state, carrier, and line of business
• Report on production trends, agency growth, licensing status, appointment activity, and regional performance metrics
• Analyze data to support business decisions and improve operational efficiency
• Present findings and recommendations to leadership when needed

*Licensing & Compliance*

• Coordinate agency licensing throughout assigned states
• Monitor licensing renewals and appointment status
• Ensure agencies remain compliant with carrier and regulatory requirements
• Maintain accurate records of appointments, licensing, contracts, and compliance documentation
• Work closely with licensing partners and internal departments to resolve licensing issues

*Territory Planning & Regional Growth*

• Evaluate agency distribution throughout the region
• Maintain a balanced number of agencies within each assigned state
• Identify states requiring additional agency recruitment or increased production
• Assist with regional expansion strategies based on production, premium volume, and market opportunities
• Work with executive leadership to ensure the territory remains balanced and positioned for long-term growth

*Leadership & Team Development*

• Assist in recruiting future regional support staff as the company grows
• Train, mentor, and develop regional team members
• Establish workflows and operational procedures for the regional team
• Delegate responsibilities while maintaining accountability and service excellence
• Foster a collaborative culture focused on agency success
• Work alongside fellow Regional Agency Relations Managers to ensure consistency across all territories and share best practices

Knowledge / Skills / Abilities (KSA's):

• Relationship Building — Develops long-term, trust-based partnerships with appointed agencies focused on growth and profitability.
• Oral & Written Communication — Communicates clearly and professionally with agencies, carriers, and internal teams; bilingual ability is a plus.
• Organizational & Project Management — Manages multiple agencies, priorities, and initiatives across a large territory in a fast-paced environment.
• Analytical & Reporting Skills — Tracks and interprets production, premium, and licensing data to support sound business decisions.
• Technical Proficiency — Uses Microsoft Outlook, Excel, CRM systems, and reporting platforms to manage agency data and communications.
• Self-Motivation & Time Management — Works independently to manage a large book of agencies while meeting deadlines and performance goals.
• Leadership — Recruits, trains, mentors, and develops regional team members while maintaining accountability.
• Strategic Thinking — Identifies opportunities for territory growth, market penetration, and balanced regional performance.

Minimum Qualifications

Required

• Commercial insurance experience preferred
• Transportation insurance experience is a plus
• Excellent communication and relationship-building skills, with required bilingual fluency in English and Spanish.
• Strong organizational and project management abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong analytical and reporting skills
• Experience using Microsoft Outlook, Excel, CRM systems, and reporting platforms
• Self-motivated with excellent time management skills
• Leadership experience or demonstrated ability to manage and develop a team

Physical Demands and Work Environment

• Remote position, not required on-site
• Frequent use of computer, phone, and video-conferencing systems for agency and internal communication
• Standard business hours with flexibility to accommodate agency schedules and occasional overtime during peak periods
• Prolonged periods sitting, traveling, and working at a computer

Pay: $19.07 per hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s)

• Could you please confirm your current state of residence?
• This position operates on Eastern Time business hours. Are you able to consistently work Monday through Friday, 9:00 AM to 6:00 PM Eastern Time?

For reference: Eastern Time (ET): 9:00 AM to 6:00 PM Central Time (CT): 8:00 AM to 5:00 PM Mountain Time (MT): 7:00 AM to 4:00 PM Pacific Time (PT): 6:00 AM to 3:00 PM Alaska Time (AKT): 5:00 AM to 2:00 PM

Language

* English and Spanish at a professional level (Preferred)

Work Location: Remote