Client Services Analyst

Client Services Analyst

The Client Services Analyst provides responsive, high-quality support to customers and agents in a call center environment, focusing on billing inquiries and technology-related issues. This role handles inbound calls and follow-up emails, assists with online access and system navigation, and supports the use of company applications and software products. The analyst serves as a key point of contact for resolving customer questions, troubleshooting system problems, and supporting agency partners with commercial lines automobile and property policies.

Responsibilities

• Serve as the primary point of contact for customers and agents on technology support items, including website applications, software programs, and online access setup.
• Handle inbound call center volume of approximately 5075 calls per day, responding to billing questions, system issues, and other customer inquiries, and complete email follow-ups as needed.
• Assist customers and agents in accessing and navigating online tools, including password resets, system troubleshooting, and guidance through application workflows.
• Receive tier 2 and tier 3 support calls that are escalated from the switchboard, gather necessary information, and provide timely and accurate solutions.
• Report errors in software products used by agency partners and insureds, document issues clearly, and collaborate in testing to validate fixes.
• Participate in testing new computer applications, updates to existing applications, and software enhancements to ensure usability and reliability.
• Work closely with software development staff to help ensure that technology products are straightforward, user-friendly, and aligned with customer needs.
• Answer underwriting questions related to commercial lines automobile and property new and renewal policies for the agency distribution segment, within appropriate guidelines.
• Assist agents in navigating online rater question flows, interpret system prompts, and help them assess submission status.
• Identify underwriting support issues and either resolve them directly or route them to the appropriate individuals or teams for further handling.
• Support management in agency support projects that improve communications, data entry accuracy, and process flow efficiency.
• Assist management and department trainers in developing training content and onboarding new client services specialists, as needed.
• Train other team members on updated and new processes and procedures to ensure consistent service delivery.
• Meet call time and performance metrics while maintaining a high level of customer service and accuracy.
• Maintain confidentiality of customer and company information, and adhere to company, agency, and departmental practices and procedures.
• Organize and analyze data related to customer interactions, system issues, or underwriting support to identify trends and support process improvements.

Essential Skills

• 02 years of related experience; new graduates with internship experience or work during college are encouraged to apply.
• Bachelor's degree in a related field or equivalent work experience, or an Associate's degree with 2 or more years of related field experience.
• At least one year of work experience in any professional, customer service, or related role.
• Customer service experience, including handling inquiries and resolving issues in a professional manner.
• Basic proficiency with Microsoft Excel for data entry and simple spreadsheet tasks.
• Experience with personal computer spreadsheet software.
• Experience with personal computer database manipulation software, statistical software, or programming.
• Knowledge of commercial automobile and property rating, policy coverages, and endorsements.
• Understanding of insurance coverages, rating, and insurance products.
• Familiarity with company guidelines on acceptability and profitability for applications, accounts, and policies.
• Knowledge of principles of finance, business, statistics, and insurance.
• Awareness of the insurance industry and marketing techniques.
• Familiarity with company, agency, and departmental practices and procedures.
• Excellent oral and written communication skills for interacting with customers, agents, and internal teams.
• Strong proofreading skills to ensure accuracy in written communications and documentation.
• Demonstrated computer proficiency and comfort working with multiple systems and applications.
• Ability to learn quickly and adapt to new systems, processes, and products.
• Strong analytical thinking skills and the ability to solve problems logically and efficiently.
• High attention to detail and the ability to work with accuracy in a fast-paced environment.
• Ability to work independently while managing time and priorities effectively.
• Ability to maintain confidentiality of sensitive information.
• Ability to organize and analyze data to support decision-making and process improvements.

Additional Skills & Qualifications

• Creativity in designing and interpreting high-level statistical analyses.
• Interest in or experience with insurance operations, underwriting support, or agency support functions.
• Ability to collaborate with software development and technical teams to improve user experience.
• Comfort training peers on new processes and systems and supporting onboarding activities.
• Strong organizational skills and the ability to manage multiple tasks, calls, and follow-ups.
• Motivation to grow within the organization, as this role can serve as a pathway to other departments.
• Experience working in a call center or high-volume customer contact environment is beneficial but not required.

Work Environment

This is an inbound call center environment that supports billing and technology inquiries for customers and agents. The department handles approximately 3,000 calls per week, with individual analysts managing around 5075 inbound calls per day, along with email follow-ups and related tasks. The role includes call time and performance metrics and involves tier 2 and tier 3 support, with tier 1 calls handled by a switchboard before escalation. The team operates within a larger department of approximately 4050 people, with dedicated groups for billing, technology, and claims. Training hours are typically Monday through Friday from 8:30 a.m. to 5:00 p.m. for a period of 812 weeks. After training, standard hours are Monday through Friday from 10:30 a.m. to 7:00 p.m., with some variation based on tenure and coverage across time zones. The environment emphasizes professional communication, collaboration, and continuous learning, and is described as a place where employees can develop their skills and move into different departments over time. The role is office-based or call-center-based, using computers, phones, and standard office technology; any specific dress code or attire requirements will align with typical professional office expectations.

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.

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 Jun 24, 2026.