Operations Specialist

Company Description

Extraordinary opportunity. Exceptional experience.

Sometimes in life, you find yourself in the right place, at the right time, looking at an opportunity so extraordinary it cannot be ignored. At Trucordia, our company is built on wildly successful businesses in our communities across the country, and now we've come together to create the next great insurance brokerage. We offer an unrivaled combination of people, tools and solutions, and deliver exceptional experiences and opportunities for our employees, clients and stakeholders.

We celebrate both individual successes and collective accomplishments, making sure the industry recognizes the remarkable company we're building together, as well as the impact we're having on our clients and communities. Ranked as one of the fastest-growing companies in the U.S. for three consecutive years, we have more than 5,000 team members across 200 offices across the country, who actively, genuinely care about our clients, each other and the quality of our work, and in every interaction, represent a company that people want to work for and do business with.

Trucordia Values

We actively, genuinely CARE about our clients, each other and the quality of our work, and in every interaction, represent a company that people want to work for and do business with.

We COLLABORATE continuously because, together, we are more powerful and make amazing things happen for our clients and company.

We LEAD with intelligence, hunger, curiosity, energy and a future-focused attitude of "what's next"?

We are RESULT-ORIENTED, growth-focused and driven to out-perform expectations of what an insurance brokerage can achieve.

We CELEBRATE both individual successes and collective accomplishments, making sure the industry recognizes the remarkable company we're building together, as well as the impact we're having on our clients and communities.

We are a payroll system provider that takes great pride in client relationships and service. The 30+ professionals at Pay Logics are dedicated employment experience experts that provide tools and services ranging from Recruiting, Onboarding, Time & Attendance, Human Resources, Payroll, Learning Management, Employee Benefits, and Business Insurance solutions. Our goal is to provide solutions that enable employees and employers to discover and unlock their full potential together.

Our culture is hardworking, caring and fun! We love what we do and admire the incredible businesses that we get to call friends and clients.

Job Description

Customer Support & Issue Resolution

• Serve as a primary point of contact for client inquiries related to ASO services.
• Resolve customer issues efficiently while delivering a high-quality service experience
• Triage and escalate complex cases appropriately while maintaining ownership through resolution
• Partner with internal teams to ensure timely and accurate responses to client needs

Operational Excellence

• Support day-to-day operational workflows to ensure service delivery meets SLA and quality standards
• Identify process gaps and recommend improvements to enhance efficiency and client satisfaction
• Maintain accurate documentation, case notes, and system records

Process Improvement & Innovation

• Proactively identify trends in customer inquiries and recommend scalable solutions
• Contribute to continuous improvement initiatives, SOP development, and knowledge base updates
• Assist in testing and implementing new tools, workflows, or process enhancements

Cross-Functional Collaboration

• Work closely with HR, Payroll, Benefits, Compliance, and other internal teams to ensure seamless service delivery
• Act as a liaison between clients and internal departments to drive resolution and clarity
• Support internal training efforts by sharing insights and best practices

Reporting & Data Analysis

• Track and analyze customer service metrics (response times, resolution rates, satisfaction)
• Provide insights and recommendations to improve performance and client experience

Qualifications

• 2-4+ years of experience in operations, customer support, or client services (ASO, HR services, or related preferred)
• Strong problem-solving skills with the ability to manage multiple priorities
• Excellent verbal and written communication skills
• High attention to detail and organizational skills

Preferred

• Experience in a ASO, HR outsourcing, or related environment
• Familiarity with HRIS, CRM, or case management systems
• Understanding of payroll, benefits administration, or employment practices

Additional Information

Please see our company Benefits:

• Medical, Dental, Vision
• Life Insurance and AD&D
• FSA / HSA
• Accident
• Critical Illness
• Hospital Indemnity
• Supplemental Health Insurance
• EAP
• Pet Insurance
• 11 Paid Holidays
• Flexible PTO
• 401K

Trucordia Insurance Services, LLC and its affiliates (collectively, the "Company") is aware of scams involving false offers of employment with the Company. The false offers use fake websites, email addresses, group chats and text messages. The Company does not (a) interview prospective…