FBS Customer Service & Operations Analyst

Team Function

The team is responsible for establishing and maintaining the contractual and operational relationship with Independent Insurance Agents across multiple business lines. The team manages agent onboarding, offboarding, and maintenance activities, including contracting, licensing, system access, agency hierarchy management, contract updates, and operational support, while ensuring compliance with company policies and regulatory requirements.

Role Description

• Manage agent and agency onboarding and offboarding processes.
• Administer contracts, licenses, appointments, and system access requests.
• Process requests related to commission schedules, product authority, and agent information updates.
• Provide administrative support and follow-up for internal and external customer requests.
• Investigate and resolve complex cases, documentation discrepancies, and operational issues.
• Maintain accurate records and update internal systems accordingly.
• Support onboarding training activities for new hires.
• Identify opportunities for process improvements and support operational efficiency initiatives.
• Ensure compliance with company policies, procedures, and applicable regulations.
• Provide phone support and assistance to key accounts when required.

Requirements

• High school diploma or equivalent required; bachelor's degree preferred.
• Minimum 1+ year of experience in a Customer Service role involving operational and administrative support.
• Proven ability to deliver exceptional Customer Service
• English Fluent/Advanced English
• At least 6 months of contact center experience is a plus.

Skills and Capabilities

• Critical thinking and analytical skills.
• Problem-solving abilities.
• Strong organizational and time management skills.
• High attention to detail.
• Excellent verbal and written communication skills.
• Assertive communication.
• Customer-focused mindset and service orientation.
• Ability to prioritize and manage multiple tasks.
• Self-motivated and proactive approach.

Tools and Systems

• Microsoft Office Suite (Excel, Outlook, Word).
• Web-based applications and corporate platforms.
• Data entry and data processing systems.

Benefits

• A competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Flexible work arrangements (remote and/or office-based).
• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Paid Time Off.
• Training & Development opportunities in partnership with renowned companies.