Administrative Support Specialist
Job Description
Gaudio Insurance Group is seeking a dependable, organized, and detail-oriented Administrative Coordinator to support our daily agency operations. This position is responsible for making outbound calls to customers regarding pending policy cancellations and outstanding payments, assisting with mortgage company inquiries, and monitoring incoming customer text messages to ensure timely responses and follow-up.
The ideal candidate will have strong communication skills, excellent attention to detail, and the ability to manage multiple tasks in a fast-paced environment. Responsibilities include helping customers resolve billing concerns, coordinating with mortgage companies, responding to and directing customer inquiries, maintaining accurate records, and supporting the agency's administrative needs.
We are looking for a proactive, customer-focused individual who takes ownership of their responsibilities and is committed to providing excellent service while helping our agency operate efficiently.
Benefits
- Paid Time Off (PTO)
- Work from Home
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- Parental Leave
- Hands on Training
- Mon-Fri Schedule
- Career Growth Opportunities
- Retirement Plan
Responsibilities
Policy Cancellation Prevention & Payment Collection
- Make outbound calls to customers with policies pending cancellation due to nonpayment.
- Contact customers regarding outstanding balances and upcoming payment deadlines.
- Assist customers with making payments and understanding available payment options.
- Work to prevent policy cancellations by proactively communicating with customers.
- Document all customer interactions, payment arrangements, and follow-up activities.
- Escalate complex billing or coverage concerns to the appropriate team members.
Mortgage Company Communication
- Handle inbound and outbound calls related to mortgage companies and lenders.
- Assist with mortgagee updates, insurance verification requests, and policy information.
- Coordinate with mortgage companies regarding homeowners insurance documentation and payment inquiries.
- Follow up on outstanding mortgage-related requests to ensure timely resolution.
- Maintain accurate records of mortgage company communications.
Customer Text Message Monitoring
- Monitor incoming customer text messages through the agency's communication platforms.
- Respond to routine customer inquiries promptly and professionally.
- Route sales, service, billing, and policy-related requests to the appropriate team members..
- Identify urgent customer concerns and ensure they receive immediate attention.
- Track unresolved text conversations and follow up to ensure customer requests are addressed.
- Maintain professional and accurate communication records.
General Administrative Support
- Assist agency leadership and team members with daily administrative tasks.
- Maintain accurate customer information and activity records in agency management systems.
- Monitor outstanding tasks and ensure timely completion.
- Support internal communication between departments.
- Help improve administrative processes and overall agency efficiency.
- Perform additional administrative duties as assigned.
Requirements
- Previous administrative, customer service, or office support experience preferred.
- Strong verbal and written communication skills.
- Comfortable making outbound customer calls and handling payment-related conversations.
- Excellent organizational skills and attention to detail.
- Ability to multitask and prioritize responsibilities in a fast-paced environment.
- Proficiency with computers, Microsoft Office, and customer management systems.
- Positive attitude, strong work ethic, and willingness to learn.
- Insurance industry experience is a plus but not required.