Customer Service Representative

Position Summary

Represent the company in a professional, courteous manner by providing excellent customer service to prospective clients, policyholders and other departments in the organization. Assist producers in servicing potential and existing clients by providing quotes, re-shopping business, processing endorsements, providing proof of insurance, taking payments, answering billing questions and performing other service work.

Essential Responsibilities

• Retain business by calling out on all renewals and cancels to keep business in-force with agency/company. – 70%
• Review current customer insurance accounts to identify additional insurance needs and cross-sell additional products. – 15%
• Provide education and answers to prospective clients and existing policyholders regarding insurance coverages. – 10%
• Create and provide quotes for new business, endorsements and renewals for various lines of business. – 5%

Key Internal & External Partners

• Agents
• Carriers
• Internal TWFG department teammates

Key Performance Indicators (KPIs)

• Client Retention at or above 91%
• Cross-sell existing clients to replace cancelled policies within your book of business

Education & Experience

• High School degree or GED and P&C agent license. Prefer 2-3 years insurance agency experience.
• Skills
• Strong computer skills paired with solid customer service and listening skills.
• Able to multi-task and switch gears as needed to adapt to changes, delays or unplanned events.
• Able to work long hours when necessary to meet goals.
• Demonstrate ability to accept responsibility for own actions and follow through on commitments.
• Enjoy working in a team environment and achieving daily goals.

Certifications/Licenses

• Property & Casualty Insurance License (Required)
• Life/Health Insurance License (Preferred)

Behavioral Competencies

• Pride and Ownership: Take Pride and Ownership in work you deliver
• Customer Service: Deliver personalized, friendly and engaging service
• Dependability: Follows through on responsibilities and maintains consistent work quality.
• Teamwork: Work collaboratively with co-workers to ensure timely and accurate commission processing

Technical Competencies

• Technical Proficiency: Solid working knowledge of systems – agency management system, comparative rater and carrier underwriting systems.
• Communications: Strong verbal and written communication skills using high emotional intelligence when working with agents, carriers, and internal team members.
• Accuracy & Attention to Detail: Maintains high standards when entering and reconciling data.
• High Volumes & Fast Pace: Comfortable handling high volumes of data in a fast-paced environment.
• Time Management: Prioritizes tasks to meet department deadlines and processing cycles.
• Adaptability: Shift priorities, manage multiple responsibilities, and adapt to changes quickly.
• Problem Solving: Identifies discrepancies quickly and take corrective action or escalation appropriately.

Work Environment & Physical Requirements

• Office setting onsite
• Ability to remain in a stationary position for prolonged periods
• Ability to operate a computer and standard office equipment
• Ability to lift to 10–20 lbs. (paper boxes, office supplies)
• Visual acuity required for reviewing financial data
• Standard office noise levels
• Minimal Travel requirements
• Work Schedule: Monday–Friday, 8:00 AM–5:00 PM
• Overtime as required & approved

Equal Employment Opportunities

TWFG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other protected characteristic.

Disclaimer

This job description is not intended to cover all activities, duties, responsibilities and standards of the position and may change at any time with or without notice. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

TWFG (NASDAQ: TWFG) is a high-growth, independent distribution platform for personal and commercial insurance in the United States and represents hundreds of insurance carriers that underwrite personal lines and commercial lines risks. For more information, please visit twfg.com.

Pay: $20.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Application Question(s):

• Please answer all questions. Only candidates who answer all questions will be considered. This position is based on site in The Woodlands, Texas, Monday–Friday, 8:00 AM–5:00 PM. Are you interested in a 5‑day, on‑site position?

Yes / No

• Are you currently authorized to work in the United States for any employer?

Yes / No

• This position does not offer employment‑based visa sponsorship now or in the future. Will you require visa sponsorship (e.g., H‑1B, TN, E‑3) at any time?

Yes / No

• This role is paid per hour. What are your hourly compensation expectations for this role?
• Do you currently hold an active Property & Casualty (P&C) insurance license?

Yes | No | In Progress

• How many years of experience do you have working in an insurance agency?

• How comfortable are you retaining clients, handling renewals, and calling customers to prevent cancellations?

Not Comfortable | Somewhat Comfortable | Very Comfortable

• What is your level of experience creating insurance quotes, endorsements, and renewals?

No Experience | Limited | Moderate | Extensive

• How comfortable are you communicating with insurance carriers and underwriters?

Not Comfortable | Somewhat Comfortable | Very Comfortable

• Which best describes your experience using agency management systems and comparative raters?

No Experience | Some Experience | Intermediate | Advanced

• How comfortable are you managing high volumes of work in a fast‑paced environment?

Not Comfortable | Somewhat Comfortable | Very Comfortable

• How comfortable are you working closely with producers, agents, and internal teams?

Not Comfortable | Somewhat Comfortable | Very Comfortable

• Do you currently hold a Life & Health insurance license, or do you have prior experience servicing Life and/or Health insurance products?

☐ Active Life & Health License
☐ Prior Life & Health Experience (not currently licensed)
☐ No Life & Health License or Experience

• What is your level of experience working with Commercial Lines insurance (e.g., servicing policies, endorsements, renewals, or quoting)?

☐ No Commercial Lines Experience
☐ Limited Exposure
☐ Moderate Experience
☐ Extensive Commercial Lines Experience

Work Location: In person