Agency Operations & Customer Support

Jesse Leal - State Farm Agency; Albuquerque (NM); On-site; USD 30,000 - 42,000; Full time

Job summary

Leal Insurance & Financial Services, Inc. in Albuquerque, NM, is seeking an organized Agency Operations & Customer Support specialist.

This full-time role runs Monday–Friday, 9:00 AM–5:00 PM, focusing on coordinating daily workflows, supporting the service team, and maintaining a strong appointment and follow-up pipeline for the agency owner. You will handle billing and payment requests, certificates, policy changes, and client communications, build accurate records in Salesforce, and help grow

Qualifications

• Organized and able to manage multiple responsibilities.
• Dependable with strong follow-through.
• Strong written and verbal communication.
• Comfortable using technology and learning new systems.
• Able to prioritize urgent needs while keeping routine work moving.
• Willing to learn insurance products and agency procedures.
• Able to recognize what needs to happen next rather than wait for instructions.
• Interested in developing insurance knowledge and taking on greater responsibility.

Responsibilities

• Review incoming service needs and organize daily workflow.
• Assist with billing and payment-related customer requests.
• Coordinate and follow up on business insurance service requests.
• Assist with certificates, policy changes, vehicle and driver changes, documentation, and underwriting requests.
• Help coordinate claims-related customer calls and follow-up.
• Maintain accurate tasks, follow-ups, and documentation in Salesforce.
• Help manage appointment scheduling and follow-up for the agency owner.
• Review and prepare customer profiles before scheduled insurance and financial conversations.
• Contact customers to schedule, confirm, and reschedule appointments.
• Identify outstanding Auto, Fire, and Life insurance needs and follow up.
• Assist with agency marketing, social media, and community activities after priority tasks.

Skills

Organized

Dependable

Follow-through

Communication skills

Tech-savvy

Multitasking

Bilingual English/Spanish

Tools

Salesforce

Job description

About this position

Agency Operations & Customer Support
Agency Operations & Customer Support Leal Insurance & Financial Services, Inc.
Albuquerque, New Mexico
Full-Time | Monday–Friday | 9:00 AM–5:00 PM Compensation $30,000–$42,000 annual base salary + performance bonuses Starting compensation within the range will be based on experience, qualifications, insurance licensing, and the ability to successfully perform the responsibilities of the position. This position provides an opportunity to develop greater insurance knowledge, responsibility, and earning potential as the employee progresses within the agency. Position Overview We are looking for an organized, dependable, and proactive person to join our local State Farm agency in an Agency Operations & Customer Support position. This is not simply a position for answering phones or completing individual transactions. We are looking for someone who can learn how our agency operates, help organize daily workflow, follow customer needs through completion, and anticipate what needs to happen next. This position plays an important role in keeping the office organized, supporting our service team, coordinating business-account needs, and helping maintain a strong appointment and follow-up pipeline for the agency owner. Primary Responsibilities

• Review incoming service needs and help organize daily workflow.
• Assist with billing and payment-related customer requests.
• Coordinate and follow up on business insurance service requests.
• Assist with certificates, policy changes, vehicle and driver changes, documentation, and underwriting requests.
• Help coordinate claims-related customer calls and follow-up.
• Maintain accurate tasks, follow-ups, and professional documentation in Salesforce.
• Help manage appointment scheduling and follow-up for the agency owner.
• Review and prepare customer profiles before scheduled insurance and financial conversations.
• Contact customers to schedule, confirm, and reschedule appointments.
• Identify outstanding Auto, Fire, and Life insurance needs and make sure appropriate follow-up occurs.
• Assist with agency marketing, social media, and community activities after higher-priority customer and operational responsibilities are handled.

What We’re Looking For

• The right person should be:
• Highly organized and comfortable managing multiple responsibilities.
• Dependable with strong follow-through.
• Comfortable communicating by phone, text, email, video, and in person.
• Professional in written and verbal communication.
• Comfortable using technology and learning new systems.
• Able to prioritize urgent needs while keeping routine work moving.
• Willing to learn insurance products and agency procedures.
• Able to recognize what needs to happen next rather than simply waiting for instructions.
• Interested in developing insurance knowledge and taking on greater responsibility.

Preferred Qualifications

• Bilingual English/Spanish preferred.
• Previous insurance, financial services, customer service, or professional office experience is helpful.
• Existing insurance licensing is a plus but is not required to apply.
• Strong organizational and follow-through skills.
• Comfortable learning technology and working within structured task and documentation systems.
• Insurance experience is helpful but is not required for the right person. Appropriate insurance licensing will be required as the position develops. Training and expectations will be provided.

How We Work Our agency focuses on more than completing the transaction in front of us. We look at the customer's overall insurance relationship, work to anticipate future needs, maintain strong follow-up, and make sure someone clearly owns the outcome. Everyone can help, but someone must own the outcome. We are looking for someone who wants to become an important part of the agency's daily operation and who takes pride in helping customers, solving problems, staying organized, and following through. Position Details Schedule: Monday–Friday, 9:00 AM–5:00 PM
Location: Albuquerque, NM
Position: Full-Time
Base Salary: $30,000–$42,000 annually
Additional Compensation: Performance bonuses
Language: Bilingual English/Spanish preferred
Insurance Licensing: Existing licensing is a plus; appropriate licensing will be required as the position develops #SMA