Operations Coordinator

The Operations Coordinator provides accurate and timely commissions and contracting support to agents and business partners, responding to inquiries through multiple communication channels while consistently delivering best-in-class service. This role processes requests with a high level of quality, supports team members by resolving escalated issues, and maintains a comprehensive knowledge of agency services, contracting requirements, and commission structures. The Operations Coordinator works in a fast-paced, time-sensitive environment, manages tasks across various platforms and systems, and contributes to continuous improvement in workflows and customer satisfaction.

• Provide accurate and timely commissions and contracting-related support to agents and business partners through various communication channels.
• Respond to a wide range of agent-facing inquiries with relevance and accuracy, even during peak volumes in a fast-paced environment.
• Process requests promptly while maintaining a high level of quality and adherence to department service standards, including productivity, processing quality, and turnaround time.
• Support leadership and team members by resolving escalated issues and ensuring completion of complex requests.
• Develop and maintain a comprehensive knowledge base of agency services, including agent setup and new business requirements, contracting regulations, product-level commission calculations, bonus structures, and new business rules.
• Learn and manage tasks across various platforms and systems, maintaining multiple job functions such as email management, file notations, and standard processing in multiple systems.
• Maintain assigned agency services transactions, including agent contracting setup, updates to agent information and contracts, annualization and EFT, report management, tax reporting, agent adjustments, and research of complex scenarios and inquiries.
• Respond to internal and external business partners and third parties in a professional, articulate, and friendly manner through verbal and written communication.
• Properly document all action steps and relevant detailed information in systems related to processing inquiries and issue resolution.
• Acquire a general working knowledge of each department’s functions and service level agreements to manage end-user expectations effectively.
• Identify, communicate, and proactively work to resolve problems or issues before service breakdowns or complaints occur.
• Partner with distribution teams and internal departments to resolve agent contracting and commission issues and drive customer satisfaction.
• Report escalated issues to senior specialists or leadership and log incidents as required.
• Demonstrate accountability by ensuring necessary corrections are made to resolve problems or complaints.
• Navigate external websites and provide direction to agents on accessing information, including troubleshooting website display errors.
• Assist management in determining and implementing efficient workflow methods and process improvements.
• Provide trends and feedback to department leadership for sharing with division and senior leadership, based on communications with agents.
• Openly discuss area or team concerns and provide ideas for improvement, actively looking for ways to enhance processes and procedures.
• Acquire and maintain working knowledge of company products, staying current on procedural changes and completing required training courses.
• Drive personal development by independently seeking development opportunities and continuing learning.
• Promote teamwork by supporting colleagues, sharing knowledge, and offering feedback and coaching ideas for peer mentoring and personal development.
• Participate in regular team meetings and training sessions.
• Maintain regular and reliable attendance in alignment with company expectations to support business service levels and workflow demands.
• Perform other duties as assigned to support department and organizational goals.

• Demonstrated data entry skills with strong attention to detail and accuracy.
• Proficiency with Microsoft Office applications for daily administrative and operational tasks.
• Experience providing administrative support in a production or process-driven environment.
• Ability to manage and respond to high volumes of email and other communications efficiently.
• Understanding of production processes and quality assurance principles in a service-oriented…