Client Services Analyst

Job Description

Job Description

Job Title: Client Services Analyst

Job Description

The Client Services Analyst provides technology and billing support to customers and agency partners in a high-volume inbound call center environment. This role focuses on helping customers with premium and billing questions, assisting agents with system access and navigation, and troubleshooting website applications and software programs. You serve as a key point of contact for technology-related inquiries, online access setup, and product support, while also contributing to testing and improving internal systems and processes.

Responsibilities

• Serve as the primary point of contact for customers and agents on technology support items via telephone, email, and other communication channels.
• Handle inbound calls in a call center environment, managing approximately 50–75 calls per day and following up via email and other channels as needed.
• Assist customers with billing support, including questions related to premiums and account activity.
• Support agents with technology issues such as system access, password resets, and navigation of online applications and rating tools.
• Gather detailed information from callers to accurately diagnose issues, provide answers, and resolve problems efficiently.
• Provide tier 2 and tier 3 support for technology and product-related questions, ensuring issues are handled or escalated appropriately from tier 1 switchboard.
• Help customers and agency partners access and navigate website applications, software programs, and online account setups.
• Report errors found in software products used by agency partners and insureds, documenting issues clearly for technology teams.
• Participate in testing of new computer applications, updates to existing applications, and software enhancements to ensure usability and reliability.
• Collaborate with software development staff to help ensure technology products are straightforward and easy to use.
• Answer underwriting-related questions for commercial lines automobile and property new and renewal policies within the agency distribution segment, as appropriate.
• Assist agents in navigating online rater question flows and assessing submission status, providing clear guidance and support.
• Identify underwriting support issues and either resolve them directly or transfer them to the appropriate individuals or teams.
• Assist management with agency support projects aimed at improving communications, data entry, and process flow.
• Support management and department trainers in developing content for onboarding new client services specialists.
• Train other team members on updated and new processes and procedures, sharing best practices and knowledge.
• Organize and analyze data related to customer interactions, system performance, and support activities to identify trends and opportunities for improvement.
• Maintain confidentiality of customer, agency, and company information at all times.
• Meet established call time metrics and performance standards while providing high-quality, accurate service.
• Demonstrate integrity, intelligence, and initiative in daily work, contributing to a culture of stability, growth, and long-term success.

Essential Skills

• 0–2 years of experience in a related field; new graduates with internship experience or work during college are encouraged to apply.
• At least one year of work experience in any professional setting is preferred.
• Associate’s degree, or an Associate’s degree combined with 2 or more years of related field experience.
• Basic proficiency with Microsoft Excel, including data entry and spreadsheet usage.
• Experience with customer service in a call center or high-volume support environment, including handling inbound calls and follow-up communication.
• Ability to pass standard skills testing, including a basic math test and a proofreading assessment with strong scores.
• Personal computer proficiency, including comfort with spreadsheet software, database manipulation tools, and other office applications.
• Ability to work with statistical software and programming concepts at a foundational level, or willingness to learn.
• Knowledge or ability to learn commercial automobile and property insurance rating, policy coverages, and endorsements.
• Understanding or willingness to learn insurance coverages, rating, and insurance products.
• Familiarity with principles of finance, business, statistics, and insurance, or relevant coursework in these areas.
• Ability to quickly learn new systems, processes, and applications.
• Strong oral and written communication skills to interact effectively with customers, agents, and internal teams.
• Proofreading proficiency and attention to detail to ensure accuracy in documentation and communication.
• Analytical thinking skills to troubleshoot issues, interpret data, and solve problems effectively.
• Ability to work with detail and maintain a high level of accuracy in all tasks.
• Capacity to work independently while managing multiple priorities in a fast-paced environment.
• Ability to maintain confidentiality of sensitive information.
• Organizational skills to manage data, track issues, and follow through on resolutions.

Additional Skills & Qualifications

• Experience with personal computer database manipulation software and statistical software is a plus.
• Exposure to programming concepts or tools is beneficial for understanding system behavior and supporting technology products.
• Knowledge of insurance industry practices, marketing techniques, and agency operations is advantageous.
• Familiarity with company, agency, and department practices and procedures within an insurance or financial services environment is helpful.
• Ability to be creative in the design and interpretation of higher-level statistical analyses.
• Experience in education or teaching can translate well to this role, particularly for training and onboarding responsibilities.
• Strong organizational and time management skills to handle call volume, follow-up tasks, and project work.
• Demonstrated initiative in learning new tools, contributing ideas for process improvements, and supporting team projects.
• Interest in long-term career growth within a large, stable organization, including potential movement into different departments.
• Willingness to participate in continuous learning, including potential graduate-level education supported by the employer.

Work Environment

This role is based in a collaborative, professional call center environment with both billing support and technology support teams. The department includes approximately 40–50 team members, with 12–20 on the billing team, 7–10 on the technical support team, and 7–10 in claims. You work with inbound calls and follow-up emails, supported by clear metrics and performance standards. Training hours are Monday to Friday, 8:30 a.m. to 5:00 p.m., for approximately 8–12 weeks. After training, standard hours are Monday to Friday, 10:30 a.m. to 7:00 p.m., with shifts adjusted to support multiple time zones and influenced by tenure. The dress code is casual, typically jeans and a nice shirt, reflecting a comfortable yet professional atmosphere. The building offers a 24-hour fitness center and hosts regular on-site events, including a summer picnic for families and a holiday party, fostering a strong sense of community. Benefits for full-time employees include a PPO health plan, a 401(k) with a 5% employer match and immediate vesting, and full tuition support for graduate school at select institutions. The organization emphasizes culture, stability, and long-term investment in its people, with a strong track record of growth and no layoffs over many decades. This team often serves as a pathway into other departments and careers, and contingent employees have the same opportunity as full-time employees to apply for roles across the company. Most new positions arise from growth rather than replacement, creating ongoing opportunities for advancement in a supportive, stable environment.

Job Type & Location

This is a Contract to Hire position based out of Omaha, NE.

Pay and Benefits

The pay range for this position is $23.50 - $23.50/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Omaha,NE.

Application Deadline

This position is anticipated to close on Sep 14, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on us.fitly.work for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.