Client Experience & Branch Operations Manager (Bilingual English/Spanish)

Job Description At Quiñónez Agencies, we believe insurance is about people—not policies. We're looking for a bilingual (English/Spanish) Client Experience & Branch Operations Manager who is passionate about serving others and creating an exceptional client experience. This role combines hospitality, office management, customer service, quality control, and relationship building. You'll be responsible for ensuring every client feels welcomed, cared for, and confident that they chose the right agency. You'll also help keep our office organized, maintain accurate policy documentation, support renewals, and help protect the agency through strong quality control processes. If you enjoy helping people, thrive in an organized environment, pay close attention to detail, and want to grow with a fast-paced agency, we'd love to meet you. Benefits Hourly Base Salary Based on Experience Employee Discounts Career Growth Opportunities Paid Holidays Paid Time Off (PTO) Flexible Schedule Responsibilities Deliver a five-star client experience with every interaction. Welcome and onboard all new clients. Answer incoming phone calls and greet walk-in clients professionally. Assist clients with billing questions, policy changes, claims guidance, and general service requests. Coordinate proactive renewal reviews and client follow-up. Perform quality control reviews on new business and policy changes to help minimize Errors & Omissions (E&O). Maintain accurate client records and documentation within the agency management system. Schedule appointments and support agency producers. Process certificates, ID cards, policy documents, and other insurance requests. Request client reviews and referrals while helping strengthen long-term relationships. Maintain a clean, organized, and professional office environment. Assist with administrative and branch office operations as needed. Requirements Required Qualifications: Fluent in both English and Spanish (spoken and written). Excellent verbal and written communication skills. Outstanding customer service and relationship-building abilities. Highly organized with exceptional attention to detail. Strong time management and multitasking skills. Professional phone etiquette and interpersonal skills. Proficient with Microsoft Office, Google Workspace, and computer systems. Ability to learn insurance software and agency management systems. Positive attitude with a strong work ethic. Reliable, dependable, and punctual. High level of integrity and professionalism. Ability to maintain confidentiality. Comfortable working in a fast-paced environment. Preferred Qualifications Property & Casualty insurance license (or willingness to obtain). Previous insurance, banking, hospitality, healthcare, financial services, or customer service experience. Experience with CRM or agency management software. Quality control or administrative experience. Ideal Traits Servant leader mindset. Hospitality-driven personality. Takes ownership and solves problems. Naturally organized and detail-oriented. Calm under pressure. Coachable and eager to learn. Team player with a positive attitude. Loves helping people. Strong follow-through and accountability. Committed to delivering a world-class client experience. Company Description Farmers Insurance - Jonathan Quinonez is a high-performing company home based in Norman, Oklahoma. With a commitment to excellence and a passion for serving our community, we specialize in providing personalized insurance solutions tailored to meet the unique needs of our clients. Our team of dedicated professionals brings years of experience and expertise to the table, ensuring that our clients receive the highest level of service and support. Allowing us to service not just only Oklahoma but an additional 11 states across the country. At Jonathan Quinonez Insurance Agency, we understand that insurance can be complex and overwhelming. That's why we strive to simplify the process for our clients, offering clear guidance and expert advice every step of the way. Whether you're in need of auto, home, life, or business insurance, you can trust us to find the right coverage options to protect what matters most to you. #J-18808-Ljbffr Farmers Insurance - Jonathan Quiñónez