Service Center Account Rep Trainee, Personal Lines

Customer Service
Westfield Services, Inc.
2100000B Requisition #

Westfield is a great place to work for many reasons. You could be one of them.


Westfield Services Inc. is a specialty insurance agency and services firm headquartered in Columbus, Ohio.  We are wholly owned by Westfield Group in Westfield Center, Ohio, although we operate independently of our parent company.


You will be challenged. Rewarded.  And valued for your unique experience, background and perspective.

Join a team where hard work pays off and original thinking is celebrated. As you build your future at Westfield Insurance, you will quickly learn that protecting our customer’s future by delivering on our promise to help restore lives and rebuild businesses when the unexpected happens is at the heart of what we do. Building relationships and caring about people has been part of our culture since 1848.  Be a part of a team that recognizes and appreciates those who take initiative, know how to elevate an idea and can innovate and seek opportunity in a changing world.


Service Center Account Rep Trainee, Personal Lines Job Summary


Salary Range: 31,259.00 - M35,948.00 - Maximum: $40,636.00


The Service Center Account Rep PL Trainee works to develop the skills of a Service Center Account Representative PL (e.g. handling calls and emails, writing new business, reviewing accounts).  The trainee is responsible for learning the technical knowledge and abilities required to handle customer and agent inquiries. The role will allow the trainee to develop skills in the personal lines service center area to potentially transition to a Service Center Account Representative PL.



Essential Functions (primary functions and/or reasons the job exists in order of importance)

1. Focuses on developing the skills of a Service Center Account Representative PL. This includes:

• Handling a variety of incoming customer calls and emails.

• Answering inquiries from customers including coverage questions, policy changes, quotes, billing issues, and other issues.

• Taking incoming claims calls and handling appropriately based on type of claim.

• Handling evidence of insurance requests.

2. Supports and performs tasks in a personal lines focus while developing understanding and knowledge of service center processes and functions.

3. Learns to write new business as appropriate or refers lead back to agency.

4. Learns how to conduct account reviews including enhancing and strengthening existing accounts as needed with additional coverages.

5. Assists with and learns how to handle and resolve disputes between customers, carrier, agencies and others while keeping appropriate parties informed of progress.

6. Learns to work with agencies. This may include:

• Advising agency of critical events, and follows agency’s instructions if within guidelines or procedures.

• Handling renewals, cancellations and non-renewals with care, legally saving all accounts when possible.  Notifies agency if account is unable to be saved.

7. Documents work with appropriate activities in the management system.

8. Learns how to become proficient in using carrier software and resources, agency management system, and software tools as needed to perform tasks and obtain needed information (e.g. underwriting guidelines, forms, manuals).

9. Establishes and maintains knowledge of industry updates (carrier changes, market trends, products) and stays informed of state-specific guidelines and requirements (coverages, underwriting rules, procedures, laws).

10. Travels occasionally in order to participate in special assignments, training, and/or travel between office locations.



Desired Qualifications/Experience/Certification/Education (in order of importance)

1. Significant coursework towards an insurance degree and/or certification.

2. Ability to obtain and maintain a valid Property-Casualty agent license within 90 days of employment.

3. Ability to work in a fast-paced, high call/email volume environment.

4. Experience performing general office support functions.

5. Excellent oral and interpersonal communication skills.

6. Solid math skills.

7. Understanding of general business flows, procedures and systems.

8. Experience with word processing, spreadsheets, and other standard office automation software packages.

9. Experience handling confidential information.

10. High school graduate, GED or demonstrated commensurate experience.

11. Valid driver’s license and a driving record that conforms to company standards.



Physical Requirements (specific to the role) 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).

• Ability to communicate effectively in a collaborative work environment utilizing various technologies such as:  telephone, computer, web, voice, teleconferencing, e-mail, etc.

• Ability to travel as required.



This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.



We are an equal opportunity employer/minority/female/disability/protected veteran.



Applications for positions posted on Westfield Careers must be filed on-line through the Westfield Careers portal.  If you are a disabled person who requires a reasonable accommodation to complete an online application, please contact HR Assist by email at

We are an equal opportunity employer/minority/female/disability/protected veteran.

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