An agency staff member who services existing accounts — endorsements, certificates, billing questions, claims support and renewals.
Customer Service Representative (CSR)
An agency staff member who services existing accounts — endorsements, certificates, billing questions, claims support and renewals.
A customer service representative (CSR), sometimes called an account manager or account representative, handles the day-to-day servicing of an agency\'s existing clients. While producers focus on new sales, CSRs keep the book running.
Typical CSR work includes:
- Endorsements and policy changes,
- Issuing certificates of insurance (ACORD 25s),
- Billing and payment questions, and
- Renewal reviews, remarketing and claims support.
CSRs are usually licensed and spend most of their time inside the agency management system. Their consistency and documentation directly affect retention and E&O exposure, since accurate activity records are the agency\'s protection if a client later disputes what was done.