Client Service Associate

Client Service Associate

The Client Service Associate is responsible for supporting our client service team by handling foundational service tasks that do not require a Property & Casualty license. This position is ideal for someone who enjoys helping others, is detail-oriented, and thrives in a team environment. The Client Service Associate assists with document handling, general inquiries, client communication, and administrative processes that contribute to a smooth client experience. This position supports client onboarding and retention by ensuring timely follow-ups, welcome communications, and initial documentation. The Client Service Associate reports to the Client Service Manager and provides excellent customer service to internal and external clients while demonstrating the company values and supporting the mission.

Job Duties and Responsibilities:

• Support day-to-day client service activities by assisting licensed team members with non-licensed service tasks
• Prepare, send, and track insurance documents such as ID cards, proof of insurance, and mortgagee verifications
• Respond to client inquiries via phone, email, and text with professionalism, routing complex issues to licensed team members
• Support client onboarding process by ensuring timely follow-ups, welcome communications, and initial documentation
• Maintain accurate client information in the CRM system and ensure all documentation is filed and organized
• Assist with monitoring renewal dates, helping to coordinate communications to ensure retention efforts stay on track
• Provide general administrative support to the sales and service teams, including scheduling, data entry, and follow-ups
• Escalate policy-related or coverage-related questions to licensed personnel in a timely and efficient manner
• Contribute to a positive and welcoming client experience at every interaction
• Participate in ongoing training and development opportunities
• Perform other duties as assigned

Required Qualifications:

• High School diploma or equivalent. Bachelor's degree preferred.
• 1 year of experience in customer service, administrative, or office support
• Experience using CRM preferred
• Proficient in Microsoft Office Suite
• Maintain confidentiality and demonstrate sound judgment
• Strong customer satisfaction and organizational skills
• Able to maintain a pleasant and professional attitude with team members and all visitors
• Able to be flexible and calm during high visitor traffic
• Ability to work on multiple projects simultaneously while accomplishing daily tasks
• Effective oral and written communication skills and excellent interpersonal skills
• Attention to detail, critical thinker and problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Ability to work independently while demonstrating excellent organization and follow through
• Demonstrates flexible and efficient time management and ability to prioritize workload
• Ability and willingness to move with purpose and a strong sense of urgency
• Self-motivated, positive, and enthusiastic
• Self-starter with a strong desire to exceed expectations and capable of supporting a team
• Maintains confidentiality discretion
• Ability to effectively work in collaboration with others to achieve business objectives
• Willing to grow and be challenged
• Be positive, charismatic, motivating, and engaging
• Attend training as requested

Southwestern Family of Companies