Administrative Assistant (Insurance Agency) – Inbound Calls & Client Support

About the Role

We’re a growing insurance agency looking for a reliable, detail-oriented Administrative Assistant to support our clients and internal team. This role is client-facing and phone-heavy: you’ll answer inbound calls, handle policy service requests, update client information, and coordinate with insurance carriers to resolve issues quickly and professionally.

If you’re someone who communicates clearly, learns fast, stays calm under pressure, and enjoys solving problems—this may be a great fit.

Key Responsibilities

Answer inbound phone calls from clients in a professional, friendly, and confident manner

Assist clients with policy service needs such as:

Updating contact/payment/address information

Basic policy questions and general support (non-sales)

Document requests and status updates

Identifying issues and coordinating next steps

Contact insurance carriers as needed to confirm details, request changes, or troubleshoot problems

Document every interaction accurately in our CRM (notes, tasks, follow-ups, outcomes)

Track open items and follow through until resolution (no dropped balls)

Route complex issues to the appropriate tea ---------- mber with clear notes and context

Maintain confidentiality and professionalism when handling sensitive personal information

Support additional admin tasks as needed (forms, client follow-up, organizing records, scheduling support)

What Success Looks Like

Calls are answered promptly and handled with confidence and empathy

Client requests are documented clearly and completed correctly the first time

Follow-ups happen on time without reminders

You reduce workload on the advisor team by owning service tasks end-to-end

Clients feel taken care of and trust our agency even more after speaking with you

Required Qualifications

Excellent spoken and written English with clear, professional phone communication

Strong listening skills and the ability to explain things simply and calmly

High attention to detail (accurate data entry and documentation is critical)

Dependable and consistent—shows up on time, follows through, and takes ownership

Comfortable using software (CRM systems, email, calendars, spreadsheets, phone systems)

Coachable and easily trainable—able to learn our processes and improve quickly

Strong problem-solving ability: can think through issues and take initiative

Ability to handle a steady flow of calls while staying organized and positive

Preferred (Nice-to-Have)

Experience in an insurance agency, healthcare, Medicare, or customer service role

Experience calling carriers and handling policy service requests

Familiarity with CRM tools (GoHighLevel, HubSpot, Salesforce, etc.)

Remote work experience and ability to self-manage

Work Environment & Expectations

Fast-paced environment with frequent calls and follow-ups

High standards for professionalism, accuracy, and client experience

Long-term role: we’re looking for someone who wants to grow with us