Client Services Analyst

Aston Carter•Omaha, NE

4d•$24 - $24•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.

Benefits

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)
100% tuition coverage for approved graduate school programs through designated institutions