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

Job Description

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.

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 (EO).

• 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.

Benefits
Employee Discounts###Career Growth Opportunities###Paid Holidays###Paid Time Off (PTO)###Flexible Schedule###