Operations Specialist

Trucordia Insurance Services, LLC; Lindon (UT); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Life Insurance and AD&D

FSA / HSA

Critical Illness

Hospital Indemnity

Supplemental Health Insurance

EAP

Pet Insurance

11 Paid Holidays

Flexible PTO

401K

Job summary

Trucordia Insurance Services, LLC in Lindon, Utah is seeking a Customer Support & Issue Resolution specialist to serve as the primary contact for ASO services, resolve issues, triage complex cases, and collaborate with internal teams to ensure timely responses.

You will support day-to-day operations to meet SLA, identify process gaps, contribute to knowledge base updates, and help drive improvements across HR, Payroll, Benefits, and Compliance while analyzing service metrics to boost client

Qualifications

• Experience in ASO, HR outsourcing, or related environment.
• Familiarity with HRIS, CRM, or case management systems.
• Understanding of payroll, benefits administration, or employment practices.

Responsibilities

• Serve as a primary point of contact for client inquiries related to ASO services.
• Resolve customer issues efficiently while delivering a high-quality service experience.
• Triage and expedite complex cases appropriately while maintaining ownership through resolution.
• Partner with internal teams to ensure timely and accurate responses to client needs.
• Support day-to-day operational workflows to ensure service delivery meets SLA and quality standards.
• Identify process gaps and recommend improvements to enhance efficiency and client satisfaction.
• Maintain accurate documentation, case notes, and system records.
• Proactively identify trends in customer inquiries and recommend scalable solutions.
• Contribute to continuous improvement initiatives, SOP development, and knowledge base updates.
• Assist in testing and implementing new tools, workflows, or process enhancements.
• Work closely with HR, Payroll, Benefits, Compliance, and other internal teams to ensure seamless service delivery.
• Act as a liaison between clients and internal departments to drive resolution and clarity.
• Support internal training efforts by sharing insights and best practices.
• Track and analyze customer service metrics (response times, resolution rates, satisfaction).
• Provide insights and recommendations to improve performance and client experience.

Skills

Problem solving

Verbal communication

Written communication

Attention to detail

Tools

HRIS

CRM

Case management systems

Job description

• Compensation: USD 35,360 - USD 52,000 - hourly

Company Description

Extraordinary opportunity. Exceptional experience.

Sometimes in life, you find yourself in the right place, at the right time, looking at an opportunity so extraordinary it cannot be ignored. At Trucordia, our company is built on wildly successful businesses in our communities across the country, and now we’ve come together to create the next great insurance brokerage. We offer an unrivaled combination of people, tools and solutions, and deliver exceptional experiences and opportunities for our employees, clients and stakeholders.

We celebrate both individual successes and collective accomplishments, making sure the industry recognizes the remarkable company we’re building together, as well as the impact we’re having on our clients and communities. Ranked as one of the fastest-growing companies in the U.S. for three consecutive years, we have more than 5,000 team members across 200 offices across the country, who actively, genuinely care about our clients, each other and the quality of our work, and in every interaction, represent a company that people want to work for and do business with.

Trucordia Values

• We actively, genuinely CARE about our clients, each other and the quality of our work, and in every interaction, represent a company that people want to work for and do business with.
• We COLLABORATE continuously because, together, we are more powerful and make amazing things happen for our clients and company.
• We LEAD with intelligence, hunger, curiosity, energy and a future-focused attitude of “what’s next”?
• We are RESULT-ORIENTED, growth-focused and driven to out-perform expectations of what an insurance brokerage can achieve.
• We CELEBRATE both individual successes and collective accomplishments, making sure the industry recognizes the remarkable company we’re building together, as well as the impact we’re having on our clients and communities.

We are a payroll system provider that takes great pride in client relationships and service. The 30+ professionals at PayLogics are dedicated employment experience experts that provide tools and services ranging from Recruiting, Onboarding, Time & Attendance, Human Resources, Payroll, Learning Management, Employee Benefits, and Business Insurance solutions. Our goal is to provide solutions that enable employees and employers to discover and unlock their full potential together. Our culture is hardworking, caring and fun! We love what we do and admire the incredible businesses that we get to call friends and clients.

Job Description

Customer Support & Issue Resolution

• Serve as a primary point of contact for client inquiries related to ASO services.
• Resolve customer issues efficiently while delivering a high-quality service experience
• Triage and expedite complex cases appropriately while maintaining ownership through resolution
• Partner with internal teams to ensure timely and accurate responses to client needs

Operational Excellence

• Support day-to-day operational workflows to ensure service delivery meets SLA and quality standards
• Identify process gaps and recommend improvements to enhance efficiency and client satisfaction
• Maintain accurate documentation, case notes, and system records

Process Improvement & Innovation

• Proactively identify trends in customer inquiries and recommend scalable solutions
• Contribute to continuous improvement initiatives, SOP development, and knowledge base updates
• Assist in testing and implementing new tools, workflows, or process enhancements

Cross-Functional Collaboration

• Work closely with HR, Payroll, Benefits, Compliance, and other internal teams to ensure seamless service delivery
• Act as a liaison between clients and internal departments to drive resolution and clarity
• Support internal training efforts by sharing insights and best practices

Reporting & Data Analysis

• Track and analyze customer service metrics (response times, resolution rates, satisfaction)
• Provide insights and recommendations to improve performance and client experience

Qualifications

• Strong problem-solving skills with the ability to manage multiple priorities
• Excellent verbal and written communication skills
• High attention to detail and organizational skills

Preferred

• Experience in a ASO, HR outsourcing, or related environment
• Familiarity with HRIS, CRM, or case management systems
• Understanding of payroll, benefits administration, or employment practices

Additional Information

Please see our company Benefits:

• Life Insurance and AD&D
• FSA / HSA
• Critical Illness
• Hospital Indemnity
• Supplemental Health Insurance
• EAP
• Pet Insurance
• 11 Paid Holidays
• Flexible PTO
• 401K

Trucordia is an equal opportunity employer. We believe that every employee has the right to work in an environment that is free from all forms of discrimination. It is our policy that all decisions involving any aspect of the employment relationship such as hiring, compensation and training, promotions, transfers, discipline, and termination will be based on merit, qualifications, and abilities. Such decisions will be made without regard to age, ancestry, color, race, national origin, disability, protected medical condition, genetic information, military service, veteran status, citizenship status, religion, creed, sex, gender, gender identity, sexual orientation, pregnancy, childbirth, marital status, or any other condition, characteristic or activity protected by law. Discrimination based on any of these factors is contrary to our operating philosophy.