Client Service Manager
NeoWork · Remote
NeoWork is looking for a Client Service Manager to own the full relationship with a growing, tech-enabled brokerage that serves US contractors.
This person will be the single point of contact for each client, from the first request through issuance and payment. The role carries real volume and real deadlines, so reliability and follow-through matter as much as communication skill. You will prepare files, submit them to the right carrier, follow up with underwriters, and keep every request moving until it closes. Pricing and carrier decisions stay with licensed producers, so your job is to get the right information to them quickly and accurately. Success in this role means fast responses, clean records, and no deadlines missed.
Key Responsibilities
- Prepare and submit client requests to the correct carrier with complete, accurate files.
- Follow up with underwriters until each request reaches a decision.
- Execute approved bonds the same business day.
- Collect premium payments from clients.
- Manage 25 to 35 open requests per week across email, text, and phone.
- Reply to client emails within 2 hours and to texts within 30 minutes.
- Keep Salesforce records current and close tasks as soon as the work is done.
- Route all pricing, carrier, and terms questions to licensed producers.
Requirements
- Fluent, confident English on the phone with US clients. This is the first and strictest screening filter.
- Comfortable speaking with clients and underwriters by phone, not only in writing.
- Strong ownership mindset. You close loops without being prompted and treat a missed deadline as your problem to solve.
- Proven organization under high volume with multiple open requests at once.
- Disciplined Salesforce or CRM habits.
- A quiet, reliable home office with strong internet.
- Availability from 8:30am to 6:30pm US Central, Monday through Friday, with light Sunday email coverage.
- Nice to have: insurance or construction background. Training on the product is provided.
- Nice to have: Spanish, which is relevant for part of the client base.
Benefits
- We offer health insurance for contractors
- Holiday Extra Pay
- The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
- This is a 100% home-based position
- We prioritize the mental health of our team members and offer mental health days to support their well-being.
- In addition to the base salary, performance-based incentives are provided.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.