Insurance Agency Customer & Operations Support

We are looking for a detail-oriented and customer-focused Operations and Customer Support Specialist to join our insurance agency. This dual-role position will be responsible for ensuring smooth operational processes and delivering excellent customer service. The successful candidate will support internal operations, assist with client inquiries, and maintain client satisfaction across life, auto, home, and property & casualty (P&C) insurance lines.

Responsibilities:

Customer Support: Communicate with clients as needed, addressing inquiries related to policy changes, billing, claims, and coverage options.
Handle customer concerns and resolve issues promptly to ensure high levels of client satisfaction.
Assist customers with policy renewals, quotes, and documentation requests.
Manage inbound phone calls, emails, and live chats, providing accurate information and personalized service.
Operations Support: Support agency operations by assisting with policy management, renewals, and endorsements across life, auto, home, and P&C insurance products.
Coordinate with insurance carriers to ensure timely processing of claims, endorsements, and policy updates.
Monitor and maintain accurate customer records in the agency management system.
Collaborate with the sales team to facilitate smooth onboarding of new clients and ensure operational efficiency.
Assist with reporting, document management, and general office administration tasks.
Process Improvement: Identify opportunities to streamline operations and improve customer service workflows.
Participate in the implementation of new processes or tools that enhance operational efficiency.
Compliance and Documentation: Ensure compliance with industry regulations and agency policies in all customer interactions.
Maintain thorough documentation of client interactions, policy updates, and service issues in the agency management system.

Qualifications:
2+ years of experience in customer support, operations, or administrative roles, ideally within an insurance agency or a similar environment
Proficiency in insurance management software and CRM tools; experience with Google Suite
Strong customer service and problem-solving skills with a focus on maintaining positive client relationships
Ability to manage multiple tasks and priorities while maintaining high attention to detail.
Excellent verbal and written communication skills
Familiarity with life, auto, home, and P&C insurance products
Experience in a fast-paced, customer-focused environment
Insurance licensing is a plus (e.g., Property and Casualty, Life and Health)