Senior Client Support Agent

Role Overview

• Deliver front-line support through inbound intro calls and non-call channels
• Balance efficiency with a warm client experience while identifying opportunities for cross-sell and retention
• Manage policy changes, process updates and conduct quality checks on complex cases
• Resolve moderate-to-complex inquiries via email/chat
• Ensure compliance with state regulations and carrier SLAs
• Document cases with precision in Salesforce and carrier systems
• Mentor and train L1-L2 agents on workflow best practices
• Contribute to continuous improvement through feedback and SOP refinement

Requirements

• Texas P&C license (required)
• 1–2 years in insurance service or related field
• Proven performance in non-call support roles
• High school diploma or equivalent
• Strong attention to detail and communication skills
• Bilingual (English/ Spanish) is a plus

Benefits

• Equal Employment Opportunity
• Proactive feedback and SOP refinement opportunities