Agency Services Specialist

Cypress Property & Casualty Insurance Company•Jacksonville, FL

17h

About The Position

The Agency Services Specialist serves as a liaison between agencies, agency development managers, senior sales management, and the company. The role provides information about agents’ books of business, loss ratios, and appointment status, and is responsible for licensing and contracting compliance that establishes agents’ legal records with the company and TBD. The specialist interacts with team members, agents, carriers, and insurance departments to carry out the position’s functions and responsibilities. The position tracks and reports state licensing and contract activity on a daily and consistent basis, collaborating with the Agency Services Manager to implement effective strategies and completing other responsibilities as delegated. It also supports agent inquiries, appointment processing, agency records, reporting, and compliance with applicable state regulations and company procedures.

Requirements

High school diploma/GED or equivalent experience.
3–5 years of customer service or call/service center experience.
Excellent customer service and interpersonal skills for working with customers.
Strong attention to detail, organizational skills, and time-management skills.
Excellent verbal and written communication skills.
Ability to work effectively with shifting priorities and multiple deadlines in a fast-paced environment.
Proficiency with Microsoft Office tools, HubSpot, Adobe, and Claude.
Certificates or licenses as required by regulatory entities.

Nice To Haves

Advanced degree preferred.
Property and Casualty license is a plus.
Ability to speak, read, and write English and Spanish fluently.
Relevant professional designations or skill certifications are desirable.

Responsibilities

Answer and respond proactively to phone and email inquiries from agents.
Process appointment and renewal applications and requests according to state regulations, compliance guidelines, and contract terms using the electronic filing system.
Process agent terminations with the company and TBD.
Create and maintain complete client files and company data, and update agency information such as commission schedules, W-9s, addresses, and phone numbers.
Create, edit, and terminate agents in Alchemy systems according to current procedures.
Request appointment paperwork from agents and follow up in accordance with escalation procedures.
Request payments to states.
Validate agency information with field and regional business development personnel.
Create and deliver agents’ Book of Business reports.
Learn new processes and train agents on their use as applicable.
Report issues to the appropriate business analyst for resolution.
Document procedures.
Maintain and track agents’ current E&O information according to Alchemy procedures.
Create and send welcome communications to agents according to Alchemy procedures.
Review state statutes and regulations for changes related to agency licensing and develop recommendations for implementation.
Promote personal responsibility, open communication, and continuous improvement.
Ensure fair and ethical policies and practices in relationships and operations.
Demonstrate leadership and problem-solving skills.
Track and report state licensing and contract activity, and collaborate with the Agency Services Manager on implementation strategies.