Insurance Operations Specialist (Worcester) at Randstad USA

About the RoleWe are seeking a highly organized and detail-oriented Operations Specialist to join our dynamic team. This is an excellent temporary-to-permanent opportunity for an individual who thrives in a structured environment and is committed to meeting quality and productivity standards.The primary focus of this role is to support core service operations, handling a high volume of back-office tasks, outbound communication, and documentation processing.Key ResponsibilitiesAs a Core Service Representative, you will primarily focus on:Certificate of Insurance (COI) Processing: Completing a large volume of Certificate of Insurance requests.Documentation Management: Indexing documentation from multiple customer service Outlook mailboxes.Outbound Communication: Making proactive outbound calls for New Business, Renewal, and Customer Satisfaction follow-ups.Support Tasks: Handling occasional First Party Collections calls/emails, Returned Mail requests, and managing incoming Voice emails.Inbound Support: Managing very few incoming calls, typically related to rush certificate requests.Training & ExpectationsTraining Period: Approximately 2-4 weeks of comprehensive training covering multiple systems, basic commercial insurance concepts, Certificates of Insurance, and team workflows.Productivity: After an initial acclimation period, Representatives are expected to meet a specific Productivity goal, which varies based on the assigned task focus.Quality Assurance: All calls are recorded for quality purposes. Call and Certificate Quality is reviewed monthly to ensure excellent service delivery.ScheduleStructured Scheduling: Due to the need to cover all incoming calls and email volumes, shift scheduling is highly structured.Shift Bid Process: Work hours are determined by a seniority-based shift bid process. Shifts may be scheduled until 7:00 PM EST.QualificationsStrong attention to detail and organizational skills.Excellent communication skills for professional outbound calls and email correspondence.Ability to thrive in a structured, goal-oriented work environment.Prior experience in a high-volume processing or call center environment is a plus.