Bilingual Insurance Agency Operations & Customer Support Lead

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

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