Agency Services Specialist

Cypress Property & Casualty Insurance Company•Jacksonville, FL

41d

About The Position

The Agency Services Specialist serves as a liaison among 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 compliance with the licensing and contracting processes that establish agents’ legal records with the Company and TBD. The specialist interacts with team members, agents, carriers, and insurance departments as needed, and tracks and reports state licensing and contract activity. The position collaborates with the Agency Services Manager to support effective implementation of strategy and performs other duties as delegated by the manager. The role handles agent inquiries and appointment and renewal applications, maintains agent and client records, processes terminations, coordinates paperwork and state payments, and produces Book of Business reports. It also involves tracking errors and omissions information, sending welcome communications, documenting procedures, learning and training on processes, and reviewing state statutes and regulations for licensing changes and possible implementation recommendations.

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.
Strong attention to detail, organizational skills, and time management skills.
Excellent verbal and written communication skills.
Ability to manage 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.
Fluency in spoken and written English and Spanish is a plus.
Relevant professional designations or skill certifications are desirable.

Responsibilities

Answer and respond to phone and email inquiries concerning agents.
Process appointment and renewal applications in accordance with state regulations, compliance guidelines, and contract terms through an electronic filing system.
Process terminations for agents with the Company and TBD.
Create and maintain complete client files and company data, and update agency information such as commission schedules, W-9 forms, addresses, and phone numbers.
Create, edit, and terminate agents in Alchemy systems in accordance with current procedures.
Request appointment paperwork from agents and follow up according to escalation procedures.
Request payments to states.
Validate agency information with field and regional business development personnel.
Create and deliver Book of Business reports for agents.
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 in accordance with Alchemy procedures.
Create and send welcome communications to agents in accordance with 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.
Exhibit leadership skills and apply problem-solving ability.
Collaborate with the Agency Services Manager to establish strategy for effective implementation.
Perform other responsibilities as delegated by the Agency Services Manager.