Agency Support Specialist I

Western & Southern Financial Group•Fremont, MI

3d•Onsite

About The Position

Gerber Life Insurance is seeking an Agency Support Specialist I to serve as the liaison between external agents and the Agency Operations Department. This role requires knowledge of systems, products, and the insurance industry. The specialist will be the primary point of contact for agents, providing expert guidance on all aspects of Gerber Life Agency operations, while ensuring compliance with all regulatory requirements. The position involves responding to agent inquiries through various communication channels, including inbound and outbound calls.

Requirements

High School Diploma - Required
Must have the ability to multitask and troubleshoot complex situations - Required
Typing - 30 w.p.m - Required
Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
Performs substantial movement of wrists, hands, and fingers for continuous computer work.
Occasional after-hours work needed
Routine and/or extended after hours work needed

Nice To Haves

Contact center experience and knowledge considered a plus - Preferred
Insurance industry experience and knowledge considered a strong advantage - Preferred
Excellent knowledge of all required systems: SalesForce, Agent Portal, Licensing Portal, UWWB, Lipgloss, AID and Onbase - Preferred

Responsibilities

Handles agent/agency inquiries on inbound/outbound calls in a positive and professional manner consistent with compliance and regulatory requirements.
Utilizes knowledge of insurance products and features, including compliance and underwriting requirements and competitive positioning to provide guidance to external agents.
Processes payments on policies and agent debt, handles escalations, form submissions, policy corrections, and licensing updates.
Answers agent inquiries involving various licensing and contracting concerns, demonstrating a clear understanding of the contracting process, paperwork, state-specific back-dating guidelines, and pre-appointment states.
Reviews various systems to determine status and troubleshoots issues while working collaboratively with the Licensing and Contracting Team.
Answers agent inquiries involving commission schedules, payment cycles, system issues involving commission payments, and reversals of premium creating chargebacks to agent commission.
Demonstrates a clear understanding of commissions, commission guidelines, and commission statements and works collaboratively with the Commissions Team.
Plays a critical role in the day-to-day functions of Agency Operations by interacting with agents and several areas of the company, including New Business, Corporate Records, Underwriting, Accounting/Finance, and Policy Administration.
Supports other Agency areas by completing administrative tasks including creating vendor codes, updating spreadsheets/reporting, testing, and additional related project and program work as assigned.
Initiates applications over the phone with external agents and their customers, completing the Gerber Life Application while providing guidance, reassurance, and product support.
Performs other duties as assigned.
Complies with all policies and standards.