Client Service Specialist & Operations Coordinator (Remote)

Tired of Being the One Who Knows How It Works, but Never Getting the Chance to Make It Work Better?

You’re the person who reads the policy language. When a customer asks how a change to their policy works, you want to give the right answer, not just a fast one.

You learn the systems, the carriers and the reasons behind each process. Once you understand something, you look for a way to do it better.

At your current job, that might not be rewarded.

Maybe your coworkers guess at answers and move on. Maybe documents don’t get uploaded, emails don’t get checked, and the same mistakes keep coming back. When you suggest a better process, you’re told to stick to your lane, or someone calls you overly particular.

So you’ve stopped offering ideas. You do your part well and watch the rest of the work fall apart.

You don’t want to be the smartest person in the room. You want what you know to count for something.

At The Foreman Agency, it will.

This is a client service role with a real operations part. About 90% of your time goes to serving customers and processing their policy work. The other 10% goes to helping us run the service side better, using what you know to improve how the whole team works.

What you’ll do: client service (about 90%)

■ Answer incoming calls on the first ring, and check and route voicemails every day.

■ Verify phone numbers, addresses and email addresses with every customer contact, and update their records.

■ Policy changes and endorsements: Process customer policy change requests and endorsements. Review endorsement emails so nothing slips through, and spot and help fix version errors.

■ Claims, payments and binders: Check on customers with open claims, follow up, and make warm transfers to claims. Follow up on missed or failed payments, and prepare auto binders for customers.

■ Retention and cancellations: Upload cancellation documents and support the team’s win-back calls, policy reviews and re-quotes to save customers.

■ Responsiveness and sales support: Respond to all inquiries, cancellation requests and sales requests within set timeframes, schedule appointments for sales staff with prospective customers, and look for opportunities to cross-sell additional coverage to existing customers.

What you’ll do: operations (about 10%)

■ Track open items across the service team and push overdue work to completion.

■ Keep task checklists and procedures current, spot recurring bottlenecks and recommend fixes.

■ Audit sales team policies and prepare weekly performance reports for agency leadership.

What you’ll bring

■ A positive and enthusiastic attitude

■ The ability to multitask, follow through and follow up

■ Great customer service skills, including explaining complex coverage in plain language

■ Drive, a focus on goals, and the curiosity to understand the “why” instead of guessing

■ The ability to handle stressful and difficult situations with tact

Requirements

■ Licensing: Active Property & Casualty insurance license in Georgia, or the ability to get a non-resident Georgia license

■ Insurance experience: At least 3 years in P&C insurance, with a proven track record of handling accounts of $3 million or more

■ Cross-selling experience: Experience cross-selling to existing customers (highly preferred)

■ Allstate experience: Familiarity with Allstate products, systems and carrier guidelines (strongly preferred)

■ Technology: Comfortable using CRM systems, insurance quoting platforms and remote work tools

Ready for your knowledge to be put to work?

Here, thoughtful questions are welcome, and a better process gets adopted, not ignored. You’ll help customers make informed decisions and help shape how our service team runs.

Apply today. Bring your curiosity, your standards and your drive to keep getting better. Let’s build a career where what you know makes a visible difference.

• Paid Time Off (PTO)
• Work from Home
• Health Insurance
• Dental Insurance
• Career Growth Opportunities
• Retirement Plan
• Mon-Fri Schedule
• Hands on Training