Operations Coordinator

Job Title: Operations Coordinator Job Description
The Operations Coordinator provides accurate and timely commissions and contracting support to agents and business partners through multiple communication channels while consistently delivering high-quality, service-focused assistance. This role processes a wide range of agency services requests, resolves escalated issues, and supports management and team members in a fast-paced, time-sensitive environment. The Operations Coordinator develops and maintains a comprehensive knowledge of agency processes, products, and systems, and plays a key role in driving customer satisfaction, workflow efficiency, and continuous improvement.
Responsibilities
- Provide accurate and timely commissions and contracting support to agents and business partners through various communication channels while delivering high-quality, service-focused assistance.
- Process commissions, contracting, and agency services requests promptly with a high level of quality and attention to detail.
- Support management and team members by resolving escalated issues and ensuring timely completion of all related tasks.
- Provide guidance to team members and other business partners on agency services processes, requirements, and procedures.
- Respond to a variety of front-line and agent-facing requests for multiple companies with relevance and accuracy, especially during peak volumes in a fast-paced, time-sensitive environment.
- Develop and maintain a comprehensive knowledge base of agency services, including agent set-up and new business requirements, agent contracting requirements and regulations, product-level commission calculations, bonus structures, and new business regulations.
- Learn, manage, and prioritize tasks across various platforms and systems to support agency services operations.
- Consistently meet department service standards, including individual productivity, processing quality, and turnaround time.
- Maintain multiple job functions such as managing emails, notating files, and performing standard processing in multiple systems while remaining flexible during high and low business volumes.
- Manage assigned agency services transactions, including agent contracting set-up, updates to agent information and contracts, annualization and EFT, report management, research of complex scenarios and inquiries, tax reporting, and agent adjustments.
- Respond to internal and external business partners and third parties in both verbal and written communication using a professional, articulate, and friendly approach.
- Properly document all action steps and relevant detailed information in systems related to processing inquiries and agent transactions.
- Acquire and maintain a general working knowledge of each related departments job functions and service level agreements to manage end-user expectations effectively.
- Identify, communicate, and proactively work to resolve problems or issues before a service breakdown or complaint occurs.
- Partner with distribution partners and internal departments to resolve agent contracting and commission issues and drive customer satisfaction.
- Report escalated issues to senior specialists and/or leadership and log incidents as required.
- Demonstrate accountability by ensuring necessary corrections are made to resolve problems or complaints promptly.
- Navigate external websites and provide direction to agents on how to access information, including troubleshooting website display errors.
- Assist management in determining and implementing efficient workflow methods to improve processes and procedures.
- Provide trends and feedback to department leadership based on communications with agents, and contribute ideas for improvement to be shared with division and senior leadership.
- Openly discuss concerns within the area or team and offer suggestions to improve processes and procedures.
- Acquire and maintain working knowledge of company products, including staying current with procedural changes and completing required training courses.
- Drive personal development by independently seeking development opportunities and engaging in continued learning.
- Promote teamwork by supporting team members, sharing knowledge, and offering feedback and coaching ideas for peer mentoring and personal development.
- Participate actively in regular team meetings and training sessions.
- Demonstrate commitment to shared values such as accountability, connection, openness, and respect, and adhere to attendance and punctuality expectations to meet business service levels and workflow demands.
- Perform other duties as assigned to support agency services and operations.
Essential Skills
- Ability to communicate effectively and tactfully with internal and external business partners in both verbal and written formats.
- Strong interpersonal skills, including respect, patience, approachability, flexibility, and the ability to handle interruptions and multiple tasks on a daily basis.
- Proficiency in data entry with strong accuracy and attention to detail.
- Working knowledge of Microsoft Office applications.
- Administrative support experience, including managing emails, documentation, and standard processing tasks.
- Ability to navigate and maneuver through multiple information screens and systems efficiently.
- High degree of decision-making ability using tact and sound judgment in complex or sensitive situations.
- Demonstrated professionalism and aptitude for problem resolution in a customer-focused environment.
- Strong organizational skills with the ability to prioritize and manage multiple responsibilities simultaneously.
- Strong problem-solving skills, including the ability to research complex scenarios and inquiries.
- Ability to work efficiently and independently while also contributing effectively in a team environment.
- Ability to adapt to frequent change in processes, systems, and business volumes.
- Comprehensive knowledge of major departmental functions and related systems (experience-based requirement).
- Good understanding of the insurance industry, including applicable laws and reporting requirements.
Additional Skills & Qualifications
- Bachelor's degree preferred.
- Experience managing commissions, contracting, and agency services transactions, including agent set-up, information updates, annualization, EFT, tax reporting, and agent adjustments.
- Experience working in a fast-paced, time-sensitive environment with varying business volumes.
- Ability to identify process improvements and contribute ideas to enhance workflow efficiency and customer satisfaction.
- Comfort working across multiple platforms and systems to support operations.
- Experience providing guidance, peer mentoring, or informal coaching to team members.
- Commitment to continuous learning and personal development through training and self-directed development opportunities.
Work Environment
This is a full-time, onsite position based in a professional office environment. Standard hours are 7:30 a.m. to 5:00 p.m. Monday through Thursday and 7:30 a.m. to 12:30 p.m. on Friday. The role operates in a fast-paced, time-sensitive setting that requires consistent attendance to meet business service levels and workflow demands. Work involves frequent use of computers, multiple information systems, and Microsoft Office applications, as well as regular verbal and written communication with agents, internal departments, and business partners. The environment emphasizes teamwork, professionalism, and adherence to shared values such as accountability, connection, openness, and respect. The position is onsite five days per week and may require flexibility to manage high and low business volumes while maintaining quality and productivity standards.
Job Type & Location
This is a Contract position based out of West Des Moines, IA.
Pay and Benefits
The pay range for this position is $19.00 - $20.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Job Type & Location
This is a Contract position based out of West Des Moines, IA.
Application Deadline
This position is anticipated to close on Oct 19, 2026.
Workplace Type
This is a fully onsite position in West Des Moines,IA.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.