Customer Experience Associate

The role

You will own post-bind servicing for a portfolio of commercial construction accounts. You will serve as the primary contact for broker partners and policyholders while working closely with Underwriting.

What you will do

• Own client servicing for a portfolio of accounts, from hand-off through renewal
• Serve as the primary point of contact for brokers and policyholders on inquiries, policy changes and servicing requests
• Prepare and issue accurate policy documentation, including binders, policies, endorsements and invoices
• Collect and review required documents from brokers, such as subjectivities and underlying policies
• Manage compliance and billing steps, including licensing, state filings, notices and payment follow-up
• Lead kickoff calls and walk clients through Shepherd’s offerings, including Shepherd Savings
• Complete servicing tasks accurately and within defined SLAs
• Manage priorities across multiple accounts at different stages of the policy lifecycle
• Keep brokers informed with clear updates on status, next steps and timelines
• Partner with Underwriting on handoffs and keep both teams aligned on account details

Required qualifications

• 2+ years of experience in client service, account management or insurance servicing
• Bachelor’s degree or equivalent experience

Nice to have

• Experience in P&C or commercial insurance servicing preferred

Benefits

• 100% contribution to health, dental, and vision
• Fertility benefits and family building support
• Flexible PTO
• Daily lunches, dinners, and snacks
• Access to premium coaching, including leadership development
• Competitive 401(k) Plan
• Dog-friendly office

About the company

Shepherd rebuilds commercial insurance with software, data, AI, and deep underwriting expertise. The company develops insurance products and partners with established insurers to back coverage.