Client Services Analyst

Job Description

Job Description

Job Title: Client Services Analyst

Job Description

The Client Services Analyst provides billing and technology support to customers and agents in a high-volume inbound call center environment. This role serves as a primary point of contact for questions about premiums, online access, and system issues, and supports agency partners with underwriting and policy-related inquiries. The position combines phone-based customer service with email follow-ups, system troubleshooting, and participation in technology and process improvement initiatives.

Responsibilities

• Serve as the primary point of contact for customers and agents on billing and technology support items via inbound telephone calls, email, and other communication channels.
• Handle high-volume inbound calls in a call center environment, typically managing 50–75 calls per day, while also completing email follow-ups and related tasks.
• Assist customers with billing support, including questions related to premiums and account information, ensuring accurate and timely resolution.
• Provide technology support for company products, including assistance in accessing and navigating website applications and software programs.
• Guide users through online access setup, password resets, and troubleshooting of all technology products and tools.
• Gather detailed information from customers and agents to diagnose issues, provide clear answers, and resolve problems efficiently.
• Receive and triage tier 2 and tier 3 support calls, with tier 1 calls handled by a separate switchboard, ensuring complex issues receive appropriate attention.
• Report errors in software products used by agency partners and insureds and document issues clearly for technical teams.
• Test software products and applications as needed to verify fixes for outstanding issues and to ensure quality and usability.
• Participate in testing new computer applications, updates to existing applications, and software enhancements to support continuous improvement.
• Collaborate with software development staff to ensure 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, as appropriate.
• Assist agents in navigating online rater question flows and help them assess submission status for commercial lines business.
• Identify underwriting support issues and either resolve them directly or route them to the appropriate individuals or teams.
• Support agency partners with questions on insurance coverages, rating, and policy coverages and endorsements within defined guidelines.
• Assist management with agency support projects aimed at improving communication, data entry accuracy, and process flow efficiency.
• Contribute to process improvement initiatives by sharing feedback and ideas based on customer and agent interactions.
• Assist management and department trainers in developing training content and onboarding materials for new client services specialists.
• Train other team members on updated and new processes, procedures, and technology tools as needed.
• Maintain high standards of accuracy, confidentiality, and professionalism in all interactions and documentation.
• Meet or exceed call time metrics and performance standards while delivering high-quality customer service.
• Organize and analyze data related to customer inquiries, system issues, and support trends to identify patterns and opportunities for improvement.
• Apply principles of finance, business, statistics, and insurance to interpret information and support informed decision-making.
• Maintain up-to-date knowledge of company guidelines on acceptability and profitability for applications, accounts, and policies.
• Follow established company, agency, and department practices and procedures in all aspects of the role.
• Demonstrate integrity, intelligence, and initiative in daily work and contribute positively to a collaborative, growth-oriented team culture.

Essential Skills

• 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.
• 0–2 years of professional experience, including internships or jobs during college; at least one year of work experience is preferred.
• Basic proficiency with Microsoft Excel, including data entry and spreadsheet usage.
• Experience with customer service and data entry, preferably in a call center or high-volume support environment.
• Ability to pass required assessments, including basic math testing and a proofreading test with strong scores.
• Proficiency with personal computers and spreadsheet software.
• Experience or familiarity with personal computer database manipulation software, statistical software, and programming concepts.
• Knowledge of commercial automobile and property rating and policy coverages and endorsements, or the ability to learn this quickly.
• Understanding of insurance coverages, rating, and insurance products, or demonstrated capacity to acquire this knowledge.
• Knowledge of company guidelines on acceptability and profitability for applications, accounts, and policies, or willingness to learn.
• Understanding of principles of finance, business, statistics, and insurance, supported by education or experience.
• Familiarity with insurance industry practices and marketing techniques, or strong interest in developing this expertise.
• Knowledge of company, agency, and department practices and procedures, or ability to quickly learn and apply them.
• Excellent oral and written communication skills, with the ability to explain technical and insurance concepts clearly.
• Strong proofreading proficiency and attention to detail in written communication and documentation.
• High level of computer proficiency, including navigating multiple systems and applications simultaneously.
• Ability to learn quickly and adapt to new systems, processes, and products.
• Analytical thinking skills to understand problems, identify root causes, and propose effective solutions.
• Ability to work with detailed information accurately and consistently.
• Capacity to work independently while also contributing effectively to a team.
• Ability to maintain confidentiality when handling sensitive customer, policy, or company information.
• Organizational skills to manage multiple tasks, calls, and follow-ups in a fast-paced environment.
• Ability to organize and analyze data for reporting, problem-solving, and process improvement.
• Creativity in designing or contributing to high-level statistical analyses and data-driven insights.
• Demonstrated integrity, intelligence, and initiative in prior academic or professional experiences.

Additional Skills & Qualifications

• Bachelor’s degree in a related field such as business, finance, statistics, information systems, or a similar discipline.
• Associate’s degree with 2 or more years of related field experience as an alternative to a bachelor’s degree.
• Experience in a call center or client services environment handling inbound calls and email follow-ups.
• Exposure to insurance, underwriting, or agency support, particularly in commercial automobile and property lines.
• Experience supporting technology products, web applications, or software tools for customers or internal users.
• Familiarity with testing software applications, participating in user acceptance testing, or working with development teams.
• Background or coursework in statistics or data analysis, including experience with statistical software.
• Experience organizing and analyzing data to support reporting, performance tracking, or process improvement.
• Proven ability to train peers or contribute to onboarding and process documentation.
• Experience working in structured environments with call time metrics or performance benchmarks.
• Demonstrated success in roles requiring high attention to detail and accuracy.
• Interest in building a long-term career in insurance, technology support, or related fields with opportunities for internal mobility.
• Experience in education or teaching (for example, former teachers) that demonstrates strong communication and training skills.

Work Environment

This role is based in a structured inbound call center environment that supports billing and technology inquiries from customers and agents. The department handles approximately 3,000 calls per week, with individual analysts typically managing 50–75 inbound calls per day, along with email follow-ups and related tasks. You will work within a tiered support model, receiving tier 2 and tier 3 calls while tier 1 calls are routed through a switchboard. Call time metrics and performance standards help guide daily workflow and productivity. The team operates Monday through Friday. Training hours are approximately 8:30 a.m. to 5:00 p.m. for an estimated 8–12 weeks. After training, standard hours are approximately 10:30 a.m. to 7:00 p.m., with coverage across all time zones and shift assignments influenced by tenure. The broader department includes 40–50 team members, with dedicated groups for billing, technical support, and claims. The work environment is casual, with a dress code that typically allows jeans and a nice shirt. The building features a 24-hour fitness center and hosts on-site events, including a family-friendly summer picnic and a holiday party. Benefits for full-time employees include a PPO health plan, a 401(k) plan with a company match and immediate vesting, and robust educational support, including 100% tuition coverage for approved graduate school programs through designated institutions. The organization emphasizes stability, long-term investment in employees, and internal mobility, with many roles created due to growth. Contingent employees have the same opportunity as full-time employees to apply for roles in other departments, and teams actively support career progression rather than limiting it. The culture values integrity, intelligence, and initiative, and the client services team is often viewed as a strong starting point for building a long-term career within the organization.

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

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)

This is a hybrid position in Omaha,NE.

This position is anticipated to close on Jun 24, 2026.

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® double diamond 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 ziprecruiter.com 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.