Insurance Operations Coordinator

Description

The Insurance Operations Coordinator provides administrative, client service, and operational support to Oak Ridge Insurance Agency and ORIS Agents. This position serves as a key point of contact for clients, assists with policy servicing, claims support, renewals, referrals, and documentation, ensuring accurate, timely, and professional service delivery. The role requires strong communication skills, attention to detail, sound judgment, and a commitment to maintaining client confidentiality and regulatory compliance.

Client Service & Communication

· Assist clients with policy questions, changes, coverage, claims, payments, and general service needs.

· Respond promptly to client emails, phone calls, and voicemails.

· Provide insurance certificates, binders, proof of insurance, and other policy documents as needed.

· Set appointments for agents and qualify internal referrals.

Policy Administration & Documentation

· Support agents with processing insurance applications, endorsements, policy changes, and renewals.

· Maintain accurate and complete client records in the agency management system.

· Track upcoming policy renewals and coordinate related communication with agents and clients.

· Maintain proper documentation in accordance with agency procedures and compliance expectations.

Claims Support

· Assist clients with claims processing, including gathering information and submitting documentation.

· Follow up on pending claims as necessary.

· Communicate claim status updates or next steps to clients and agents as appropriate.

Agent & Operational Support

· Support agents in daily tasks, including scheduling, documentation, follow-up, client communication, and administrative coordination.

· Assist with workflow management to help ensure timely and professional client service.

· Perform other related duties as assigned to support agency operations.

Retention, Referrals & Growth Support

· Work past-due accounts and cancellations through client outreach, payment follow-up, and retention support.

· Remarket existing clients when appropriate.

· Identify cross-selling opportunities and help strengthen client relationships.

· Qualify internal referrals by gathering relevant client information and identifying potential insurance needs.

Compliance & Professional Development

· Maintain applicable continuing education requirements.

· Stay current on agency procedures, carrier requirements, insurance products, and regulatory expectations.

· Protect client confidentiality and handle client information appropriately.

· Comply with Bank Secrecy Act and Anti-Money Laundering federal regulations and guidelines, internal bank policies, and complete annual training requirements.

Requirements

· Minimum education level of HS diploma or equivalent.

· Associate or bachelor’s degree in business, insurance, finance or a related field preferred.

· NC Insurance License is required. Candidates must be willing and able to obtain the required license within a reasonable timeframe.

· Previous experience in an insurance agency, financial services, customer service, administrative support, or related professional environment preferred.

· Knowledge of insurance products, policy servicing, renewals, claims, and agency management systems preferred.

· Ability to maintain continuing education requirements and comply with applicable licensing standards.

· Strong verbal and written communication skills with the ability to interact professionally with clients, agents, carriers, and internal partners.

· Ability to build and maintain professional relationships with clients, agents, carriers, and internal partners.

· Strong interpersonal skills with the ability to communicate effectively and professionally in a client-focused environment.

· Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.

· Proficiency with Microsoft Office applications and ability to learn agency management systems, carrier platforms, and other business tools.