Summary of Position

The Customer Service Advocate (CSA) – Bonds is an entry-level position that assists with generating bond documents, riders, and supporting fundamental surety service functions. In this role, CSAs are responsible for responding to client and oblige requests while delivering exemplary service on bond accounts. They may also review bond needs and assist with issuing new bonds, renewals, or modifications (riders). CSAs are typically in training to become a Bond Client Manager.

Essential Job Functions and Responsibilities

Ability to meet deadlines, exhibit strong attention to detail, and communicate in a professional and positive manner is essential. A thorough understanding of agency management systems, surety workflows, and problem-solving is necessary for success.

• Generate and issue bond documents (e.g., bid bonds, performance & payment bonds, license & permit bonds) in accordance with obligee and contractual requirements.
• Prepare and process bond requests with surety carriers, including submissions, approvals, and issuance.
• Issue bond riders (endorsements), including name changes, amount changes, obligee updates, and cancellations; forward documentation and billing details to clients.
• Track bond expirations, continuations, and renewals; notify clients and producers of upcoming deadlines and required actions.
• Maintain bond files in EPIC (or agency management system), including documentation, underwriting correspondence, and executed bond forms.
• Respond to daily service requests from clients and obligees, including bond status updates, copies of bonds, and required documentation.
• Assist with bond claims by reporting notices to carriers, tracking claim status, and keeping clients informed throughout the process.
• Review bond forms and requirements to ensure compliance with obligee specifications and carrier guidelines.
• Run reports in EPIC, including bond expiration and renewal tracking.
• Process bond-related billing, including invoicing, renewals, and adjustments; communicate changes in premium to clients and producers.
• Maintain and update client bond schedules, including active bonds, limits, and terms.
• Set up new clients and prospects in the EPIC Account Management System.
• Support producers and account managers with bond submissions, applications, and underwriting information gathering (e.g., financials, work programs).
• Attend and participate in job-related training, including surety and bond-specific education.
• Other duties as assigned by this position’s manager.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills, with the ability to manage client expectations and resolve issues professionally.
• Familiarity with EPIC, CSR24, and Indio workflows, with emphasis on documentation and bond processing standards.
• Strong organizational skills with the ability to manage multiple bond requests and deadlines simultaneously.
• High attention to detail, especially when reviewing bond forms and legal/contractual requirements.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Adobe PDF.
• Basic understanding of surety bonds, underwriting requirements, and industry terminology (preferred but can be developed).

Preferred Qualifications

• 1+ years of insurance or surety bond experience (agency or carrier).
• Exposure to contract surety, commercial surety (license & permit), or fidelity bonds is a plus.