Operations Coordinator

Operations Coordinator

The Operations Coordinator provides accurate and timely commissions and contracting support to agents and business partners, responding to inquiries through multiple communication channels while consistently delivering best-in-class service. This role processes requests with a high level of quality, supports team members by resolving escalated issues, and maintains a comprehensive knowledge of agency services, contracting requirements, and commission structures. The Operations Coordinator works in a fast-paced, time-sensitive environment, manages tasks across various platforms and systems, and contributes to continuous improvement in workflows and customer satisfaction.

Responsibilities

• Provide accurate and timely commissions and contracting-related support to agents and business partners through various communication channels.
• Respond to a wide range of agent-facing inquiries with relevance and accuracy, even during peak volumes in a fast-paced environment.
• Process requests promptly while maintaining a high level of quality and adherence to department service standards, including productivity, processing quality, and turnaround time.
• Support leadership and team members by resolving escalated issues and ensuring completion of complex requests.
• Develop and maintain a comprehensive knowledge base of agency services, including agent setup and new business requirements, contracting regulations, product-level commission calculations, bonus structures, and new business rules.
• Learn and manage tasks across various platforms and systems, maintaining multiple job functions such as email management, file notations, and standard processing in multiple systems.
• Maintain assigned agency services transactions, including agent contracting setup, updates to agent information and contracts, annualization and EFT, report management, tax reporting, agent adjustments, and research of complex scenarios and inquiries.
• Respond to internal and external business partners and third parties in a professional, articulate, and friendly manner through verbal and written communication.
• Properly document all action steps and relevant detailed information in systems related to processing inquiries and issue resolution.
• Acquire a general working knowledge of each department's functions and service level agreements to manage end-user expectations effectively.
• Identify, communicate, and proactively work to resolve problems or issues before service breakdowns or complaints occur.
• Partner with distribution teams and internal departments to resolve agent contracting and commission issues and drive customer satisfaction.
• Report escalated issues to senior specialists or leadership and log incidents as required.
• Demonstrate accountability by ensuring necessary corrections are made to resolve problems or complaints.
• Navigate external websites and provide direction to agents on accessing information, including troubleshooting website display errors.
• Assist management in determining and implementing efficient workflow methods and process improvements.
• Provide trends and feedback to department leadership for sharing with division and senior leadership, based on communications with agents.
• Openly discuss area or team concerns and provide ideas for improvement, actively looking for ways to enhance processes and procedures.
• Acquire and maintain working knowledge of company products, staying current on procedural changes and completing required training courses.
• Drive personal development by independently seeking development opportunities and continuing learning.
• Promote teamwork by supporting colleagues, sharing knowledge, and offering feedback and coaching ideas for peer mentoring and personal development.
• Participate in regular team meetings and training sessions.
• Maintain regular and reliable attendance in alignment with company expectations to support business service levels and workflow demands.
• Perform other duties as assigned to support department and organizational goals.

Essential Skills

• Demonstrated data entry skills with strong attention to detail and accuracy.
• Proficiency with Microsoft Office applications for daily administrative and operational tasks.
• Experience providing administrative support in a production or process-driven environment.
• Ability to manage and respond to high volumes of email and other communications efficiently.
• Understanding of production processes and quality assurance principles in a service-oriented environment.
• Comprehensive knowledge of major departmental functions and related systems.
• Good understanding of the insurance industry, including applicable laws and reporting requirements.
• Ability to communicate effectively and tactfully with internal and external business partners.
• Strong interpersonal skills, including respect, patience, approachability, flexibility, and the ability to handle interruptions and multiple tasks daily.
• Ability to navigate and maneuver through multiple information screens and systems.
• High degree of decision-making ability using tact and sound judgment.
• Professional demeanor with a strong aptitude for problem resolution.
• Strong organizational skills and ability to prioritize tasks effectively.
• Strong problem-solving skills with the ability to analyze and resolve complex issues.
• Ability to work efficiently both independently and in a team environment.
• Ability to adapt to frequent change in processes, priorities, and workload.

Additional Skills & Qualifications

• Bachelor's degree preferred.
• Experience working with commissions, contracting, or agency services functions is beneficial.
• Familiarity with tax reporting, agent adjustments, and commission calculations is advantageous.
• Experience managing reports and researching complex scenarios or inquiries.
• Comfort working across multiple platforms and systems simultaneously.
• Interest in continuous learning and professional development.
• Ability to contribute ideas for workflow and process improvements.

Work Environment

This is a full-time, onsite role requiring presence in the office five days per week. Standard hours are 7:30 a.m. to 5:00 p.m. Monday through Thursday and 7:30 a.m. to 12:30 p.m. on Friday. The position is structured as a 6-month assignment and operates in a fast-paced, time-sensitive environment with varying business volumes. Work is primarily computer-based, involving frequent use of multiple systems, information screens, and communication tools such as email and phone. The culture emphasizes accountability, connection, openness, and respect, with a strong focus on teamwork, regular attendance, and collaboration through team meetings and training sessions. The environment supports ongoing training, product knowledge development, and continuous improvement of workflows and processes.

Job Type & Location

This is a Contract position based out of West Des Moines, IA.

Pay and Benefits

The pay range for this position is $19.00 - $20.00/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 fully onsite position in West Des Moines, IA.

Application Deadline

This position is anticipated to close on Sep 11, 2026.