Client Services and Operations Specialist

About the role

Operating with a high degree of autonomy, this position independently manages client relationships and serves as the primary point of contact for all aspects of the GAP product. It is responsible for the strategic setup, oversight, and continuous optimization of lender and carrier rates, coverages, lender contracts, and contract changes/renewals across multiple systems.

This role requires proactive decision-making in onboarding new clients, diagnosing complex issues, and implementing tailored solutions to meet lender requirements. It also oversees the execution of program changes and renewals, ensuring seamless transitions and regulatory compliance.

This position serves as the GAP subject matter expert (SME) supporting both internal and external stakeholders to resolve escalated inquiries related to product functionality, technical challenges within Allied's Premium Accounting System (PIMS), client-facing online quoting/sales application (iQQ), and GAP claims resolution.

This role requires advanced problem-solving, cross-functional collaboration, and precision in managing client data to uphold compliance with lender agreements and regulatory standards. Effective communication, analytical thinking, and commitment to continuous process improvement are essential.

Job Duties and Responsibilities

Product Compliance & Regulatory Alignment

• Ensure compliance with regulatory requirements in all client interactions, program adjustments, and GAP product management.
• Serve as the primary problem-solving resource for GAP program management, acting as a subject matter expert and providing comprehensive support.
• Develop, track, and maintain required regulatory forms used for product sales and fulfillment.
• Work closely with Legal to ensure all documentation aligns with state compliance regulations and lender agreements.
• Ensure all documents comply with regulations, reflect state-specific coverage and exclusions, and meet client-specific coverage requirements.
• Manage all GAP product inquiries across email, phone, and chat while providing critical guidance and backup support to the call center.
• Ensure product compliance and accuracy in sales processes, providing timely guidance and support for all client interactions and program adjustments.

Program Implementation & Client Lifecycle Management

• Oversee entire management of new client onboarding, program modifications, name changes, mergers and terminations.
• Create and execute client contracts, amendments, and rating worksheets for GAP Underwriters.
• Validate and configure lender rates, coverages, and fees in PIMS and iQQ to ensure accurate borrower pricing and seamless remittance.
• Facilitate communication and coordination between sales, senior field managers, clients, Legal, Accounting, and other relevant teams.

Operational Support & Resource Management

• Generate and distribute monthly reports for GAP Underwriters, field teams, and clients.
• Prepare client performance reviews and manage ticket requests within the CRM.
• Conduct system testing, troubleshooting, and provide training.
• Proofread and verify the accuracy of marketing content prior to distribution.
• Manage supply fulfillment and distribution for client marketing materials, monitoring inventory levels and recommending replenishment strategies.

Qualifications (Education, Experience, Certifications & KSA)

• Bachelor's Degree or an equivalent combination of education and directly related work experience required.
• 3-4 years relevant experience required.

Additional information

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job

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Pay and benefits

We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.

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