Client Service & Onboarding Specialist

Southwestern Family of Companies; Nashville (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

The Southwestern Family of Companies is seeking a Client Service Associate in Nashville to support our client service team with non-licensed tasks, document handling, and timely client communications as part of a smooth onboarding and retention process.

This role emphasizes strong customer service, attention to detail, teamwork, and the ability to manage administrative processes, CRM data, and follow-ups while escalating questions to licensed staff as needed.

Qualifications

• High School diploma or equivalent; Bachelor’s degree preferred.
• 1 year of experience in customer service, administrative, or office support.
• Experience using CRM preferred.
• Proficient in Microsoft Office Suite.
• Maintain confidentiality and demonstrate sound judgment.

Responsibilities

• Support day-to-day client service activities by assisting licensed team members with non-licensed service tasks.
• Prepare, send, and track insurance documents such as ID cards, proof of insurance, and mortgagee verifications.
• Respond to client inquiries via phone, email, and text with professionalism, routing complex issues to licensed team members.
• Support client onboarding process by ensuring timely follow-ups, welcome communications, and initial documentation.
• Maintain accurate client information in the CRM system and ensure all documentation is filed and organized.
• Assist with monitoring renewal dates, helping to coordinate communications to ensure retention efforts stay on track.
• Provide general administrative support to the sales and service teams, including scheduling, data entry, and follow-ups.
• Escalate policy-related or coverage-related questions to licensed personnel in a timely and efficient manner.
• Contribute to a positive and welcoming client experience at every interaction.
• Participate in ongoing training and development opportunities.

Skills

Customer service

Strong communication

Detail oriented

Organizational skills

Team collaboration

Time management

Flexibility

Professional demeanor

Education

High School diploma or equivalent

Bachelor’s degree preferred

Tools

CRM

Microsoft Office Suite

Job description

The Southwestern Family of Companies is seeking a Client Service Associate in Nashville to support our client service team with non-licensed tasks, document handling, and timely client communications as part of a smooth onboarding and retention process.

This role emphasizes strong customer service, attention to detail, teamwork, and the ability to manage administrative processes, CRM data, and follow-ups while escalating questions to licensed staff as needed.