Customer Operations Specialist

Job Description

We're a fast-growing insurance brokerage serving thousands of customers nationwide. Our founding team brings exceptional experience from top-tier firms, including Coatue, Carlyle, Goldman Sachs, Tesla, Alloy, and Boston Consulting Group.

We're expanding quickly and need a dedicated operations professional who can oversee our customer service processes, streamline operations, and ensure seamless execution of complex insurance transactions.

Job Overview

We're seeking a Customer Operations Specialist with extensive insurance industry experience to ensure smooth workflow execution and timely delivery of insurance products and services. While you'll be expected to assist with customer calls when needed, your primary focus will be managing the operational processes that bridge customer requests through policy issuance.

You'll be responsible for tracking SLAs, coordinating with remote teams, managing binder documents and finance agreements, and ensuring all outstanding items are properly routed and resolved. This position requires strong organizational skills and deep insurance operations knowledge to keep our complex workflows running efficiently.

Schedule & Compensation

• Hours: Full-time, EST

• Compensation: $65,000 - $85,000 per year (includes signing bonus)

• Location: Atlanta, GA (in-person, 5 days per week)

• Employment: W2 with full benefits

Key Responsibilities

• Own operational processes to ensure smooth policy delivery

• Manage insurance binding documentation and ensure accuracy before policy issuance

• Coordinate with underwriters to obtain clarifications and resolve outstanding items

• Track SLAs and ensure timely delivery of all insurance documentation and services

• Coordinate with remote teams to manage workflow distribution and execution

• Aggregate outstanding items with producers and compile into actionable reports

• Aggregate outstanding items with underwriters and ensure timely follow-up

• Ensure scheduled inspections, surveys, and other appointments are properly coordinated

• Handle operational workflows from lead to bind through policy issuance

• Manage premium financing processes and coordinate with financing companies

• Process endorsements and policy changes throughout the policy term

• Assist with customer calls and issue resolution when needed

• Process complex insurance documentation and policy modifications

• Handle renewals and ensure all documentation is properly prepared and delivered

• Route and prioritize tasks to ensure efficient resolution of customer requests

• Maintain compliance with insurance regulations and company procedures

• Handle operational issues that require insurance expertise and problem-solving

Required Qualifications

• 3+ years of commercial insurance operations experience required

• Strong background with insurance agencies, wholesale brokers, or carriers (Excess and Surplus experience a plus)

• Expert-level knowledge of binding documents, premium financing agreements, and insurance documentation

• Active Property & Casualty license a strong plus (we will pay to get you licensed in other states)

• Experience with endorsement processing and policy modification workflows

• Experience coordinating with underwriters and managing outstanding items

• Experience with premium finance companies and payment processing

• Experience with SLA tracking and ensuring rapid completion of insurance processes

• High school diploma or GED required; Bachelor's degree preferred

• Strong organizational and project coordination skills

• Exceptional attention to detail and quality control capabilities

• Experience coordinating with remote teams

• Ability to handle multiple priorities and manage complex operational tasks

• Proficiency with Microsoft Office Suite and operations software

What Success Looks Like

You'll spend your day ensuring that insurance workflows progress smoothly from initial binding through policy issuance. You'll be the operational coordinator who ensures that SLAs are met, binding processes are handled promptly, and all outstanding items are tracked and resolved. You'll work closely with customers, underwriters, remote teams, and internal stakeholders to ensure nothing falls through the cracks during the critical policy development, management, and renewal phases.

This role is ideal for someone who:

• Has extensive hands-on experience with insurance back-office operations

• Excels at process optimization and operational efficiency

• Can effectively coordinate with teams—internal, external, and remote

• Has strong attention to detail and quality control standards

• Understands the complexities of commercial insurance documentation and workflows

• Has experience with premium financing and endorsement processing

• Enjoys solving operational challenges and implementing improvements

• Can balance multiple priorities while maintaining high standards

• Has experience with SLA tracking, binding documents, and COI management

• Thrives in fast-paced back-office environments

• Can identify bottlenecks and implement scalable operational solutions

Benefits

• Dental insurance

• Health insurance

• Vision insurance

• Signing bonus included in compensation package

Job Type: Full-time
Pay: $65,000 - $85,000 per year
Schedule: Full-time, EST