FBS Customer Service & Operations Analyst

Capgemini; United States; Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Private Health Insurance

Paid Time Off

Flexible work arrangements (remote and

office-based)

Job summary

Capgemini in the United States is seeking a Customer Service/Operations Assistant to support agent onboarding, offboarding, and maintenance across multiple business lines. The role involves administering contracts, licenses, appointments, and system access requests, processing commission changes, and updating agent information while ensuring compliance with policies and regulatory requirements.

Strong communication, organizational skills, and a customer-focused mindset are essential, with remote

Qualifications

• Demonstrates critical thinking and strong analytical ability.
• Exhibits excellent organizational and time-management skills.
• Maintains high attention to detail in administrative tasks.
• Communicates clearly, both verbally and in writing.
• Shows assertive, customer-focused service delivery.
• Capable of prioritizing and multitasking in a fast-paced environment.
• Demonstrates self-motivation and proactive work style.
• Proven ability to provide outstanding customer service.
• Fluent in English with advanced communication skills.

Responsibilities

• Manage agent onboarding and offboarding processes.
• Administer contracts, licenses, appointments, and system access requests.
• Process requests related to commissions, product authority, and agent data updates.
• Provide administrative support for internal and external customer requests.
• Investigate and resolve complex cases and documentation discrepancies.
• Maintain accurate records and update internal systems.

Skills

Critical thinking

Analytical skills

Organizational skills

Time management

Attention to detail

Verbal communication

Written communication

Assertive communication

Customer-focused service

Education

High school diploma or equivalent; bachelor’s degree preferred

Tools

Microsoft Office

Web-based applications

Data entry systems

Job description

Team Function

The team is responsible for establishing and maintaining the contractual and operational relationship with Independent Insurance Agents across multiple business lines. The team manages agent onboarding, offboarding, and maintenance activities, including contracting, licensing, system access, agency hierarchy management, contract updates, and operational support, while ensuring compliance with company policies and regulatory requirements.

Role Description

• Manage agent and agency onboarding and offboarding processes.

• Administer contracts, licenses, appointments, and system access requests.

• Process requests related to commission schedules, product authority, and agent information updates.

• Provide administrative support and follow-up for internal and external customer requests.

• Investigate and resolve complex cases, documentation discrepancies, and operational issues.

• Maintain accurate records and update internal systems accordingly.

• Support onboarding training activities for new hires.

• Identify opportunities for process improvements and support operational efficiency initiatives.

• Ensure compliance with company policies, procedures, and applicable regulations.

• Provide phone support and assistance to key accounts when required.

• High school diploma or equivalent required; bachelor’s degree preferred.

• Minimum 1+ year of experience in a Customer Service role involving operational and administrative support.

• Proven ability to deliver exceptional Customer Service

• English Fluent/Advanced English

• At least 6 months of contact center experience is a plus.

Skills and Capabilities

• Critical thinking and analytical skills.
• Problem-solving abilities.
• Strong organizational and time management skills.
• High attention to detail.
• Excellent verbal and written communication skills.
• Assertive communication.
• Customer-focused mindset and service orientation.
• Ability to prioritize and manage multiple tasks.
• Self-motivated and proactive approach.

Tools and Systems

• Microsoft Office Suite (Excel, Outlook, Word).

• Web-based applications and corporate platforms.

• Data entry and data processing systems.

• A competitive salary and performance-based bonuses.

• Comprehensive benefits package.

• Flexible work arrangements (remote and/or office-based).

• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.

• Private Health Insurance.

• Paid Time Off.

• Training & Development opportunities in partnership with renowned companies.