Front Desk Administrator and Personal Lines Client Relationship Coordinator

Client Relationship Coordinator / Administrator

Department: Personal Lines

Position Summary

The Client Relationship Coordinator / Administrator serves as the first point of contact for clients while also supporting the Personal Lines team with critical behind-the-scenes operations. This role blends customer-facing administrative responsibilities with policy servicing support to improve efficiency across the department.

The ideal candidate is friendly, detail-oriented, and collaborative, with strong organizational skills and the ability to manage multiple priorities. This position plays a key role in delivering a high-quality client experience while ensuring accuracy and timeliness in policy processing and administrative workflows. All responsibilities align with MSC’s vision, mission, and values.

Key ResponsibilitiesClient Service & Front Office Support

• Serve as the first point of contact for clients, delivering a welcoming and professional experience in person and over the phone
• Answer and direct incoming calls
• Assist clients with general inquiries and basic service needs
• Open and close the front office daily
• Process mail, including pickup, sorting, scanning, and distribution
• Maintain office equipment and shared spaces (copier, shredding schedule, supplies)

Policy & Administrative Support

• Support Personal Lines team with service requests and policy-related tasks
• Issue policy documents such as auto ID cards and certificates (Personal & Commercial Lines)
• Send Evidence of Property Insurance to banks (Auto & Home policies)
• Process cancellations, including entering activities and tracking carrier notices
• Monitor and follow up on cancellation notices and carrier delays
• Handle claim correspondence follow-up (after submission and closure)
• Request and process Motor Vehicle Reports (MVRs); update driver information in Epic
• Maintain and verify policy data, applications, attachments, and account records in Epic
• Review carrier documents for accuracy and coordinate corrections as needed
• Assist with spreadsheet formatting and policy/premium comparisons
• Update carrier and underwriter contact information and communicate changes internally

Team & Operational Support

• Collaborate closely with Client Experience Managers and Risk Advisors
• Support workflow processes for Account Managers
• Follow up with clients for outstanding information
• Maintain communication logs related to policy changes and cancellations
• Assist with payments when necessary

Expectations

• Provide a high level of service and responsiveness to both clients and internal team members
• Maintain accuracy and attention to detail in all tasks
• Demonstrate strong time management and organizational skills
• Adapt to changes in technology, carrier systems, and workflows
• Contribute positively to a team-oriented environment
• Act as a proactive, results-driven self-starter

Performance Measurements

• Understanding of insurance coverages and carrier requirements
• Adherence to agency service standards
• Management of open activities and task completion timelines (reviewed weekly)

Qualifications & Experience

• High School Diploma or equivalent (required)
• Entry-level position with opportunities for growth within the agency and insurance industry
• Strong customer service and communication skills (written and verbal)
• Ability to multitask and work under deadlines
• Strong problem-solving and organizational abilities
• Comfortable working both independently and as part of a team
• Proficiency in Microsoft Office (Word, Outlook, Excel)
• Ability to quickly learn agency management systems (e.g., Epic) and carrier platforms

Physical Requirements

• Primarily a sedentary, office-based role (sitting or standing at a desk)
• Occasional movement within the office to access equipment and resources
• Frequent use of hands for computer and office equipment operation
• Work performed in a standard indoor office environment

Disclaimer

This job description reflects management’s assignment of essential functions and does not restrict the ability to assign or reassign duties at any time.

Job Type: Full-time

Pay: From $35,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

License/Certification:

• Property and casualty license (Preferred)

Ability to Relocate:

• Clarksville, TN 37043: Relocate before starting work (Required)

Work Location: In person