Insurance Operations Coordinator

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.