Job Description

About the Role

We are seeking a highly organized and detail-oriented Operations Specialist to join our dynamic team. This is an excellent temporary-to-permanent opportunity for an individual who thrives in a structured environment and is committed to meeting quality and productivity standards.

The primary focus of this role is to support core service operations, handling a high volume of back-office tasks, outbound communication, and documentation processing.

Key Responsibilities

As a Core Service Representative, you will primarily focus on:

• Certificate of Insurance (COI) Processing: Completing a large volume of Certificate of Insurance requests.
• Documentation Management: Indexing documentation from multiple customer service Outlook mailboxes.
• Outbound Communication: Making proactive outbound calls for New Business, Renewal, and Customer Satisfaction follow-ups.
• Support Tasks: Handling occasional First Party Collections calls/emails, Returned Mail requests, and managing incoming Voice emails.
• Inbound Support: Managing very few incoming calls, typically related to rush certificate requests.

Training & Expectations

• Training Period: Approximately 2-4 weeks of comprehensive training covering multiple systems, basic commercial insurance concepts, Certificates of Insurance, and team workflows.
• Productivity: After an initial acclimation period, Representatives are expected to meet a specific Productivity goal, which varies based on the assigned task focus.
• Quality Assurance: All calls are recorded for quality purposes. Call and Certificate Quality is reviewed monthly to ensure excellent service delivery.

Schedule

• Structured Scheduling: Due to the need to cover all incoming calls and email volumes, shift scheduling is highly structured.
• Shift Bid Process: Work hours are determined by a seniority-based shift bid process. Shifts may be scheduled until 7:00 PM EST .

Qualifications

• Strong attention to detail and organizational skills.
• Excellent communication skills for professional outbound calls and email correspondence.
• Ability to thrive in a structured, goal-oriented work environment.
• Prior experience in a high-volume processing or call center environment is a plus.

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