Agency Support Specialist I - Onsite
About The Position
In a manner consistent with compliance and regulatory requirements, responds to agent's inquiries via multi-media factors including inbound/outbound calls. This position is the liaison between our external agents and our Agency Operations Department and requires system, product and insurance industry knowledge. This role is the face of Gerber Life to our external partners, requiring this role to be the expert on all things Gerber Life Agency to our experts (the external Agents) in the insurance industry.
Requirements
- High School Diploma - Required
- Must have the ability to multitask and troubleshoot complex situations - Required
- Typing - 30 w.p.m - Required
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
- Agent Interaction: 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. This includes but is not limited to processing payments on policies and agent debt, escalations, form submission, policy corrections and licensing updates.
- Licensing & Contracting: Answers agent inquiries involving various licensing and contracting concerns. Must have 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 Licensing and Contracting Team.
- Commissions: Answers agent inquiries involving commission schedules, payment cycles, system issues involving commission payments, and reversals of premium creating chargebacks to agent commission. Must have a clear understanding of commissions, commission guidelines and commission statements and be able to work collaboratively with Commissions Team.
- Collaboration: Plays a critical role in the day-to-day functions of Agency Operations by interacting with agents and several areas of the company. Must have the ability to work and communicate with New Business (edits, application processing, etc.), Corporate Records (scanning and processing of documents, etc), Underwriting (UW worksheets, UW edits, UW guidelines and processing times), Accounting/Finance (processing times, billing, accounting guidelines, bill date changes, payment processing) and Policy Administration (cancellations, processing times, policy provisions, policy guidelines, admin charges).
- Support: Supports other Agency areas by completing administrative tasks including but not limited to creating vendor codes, updating spreadsheets/reporting, testing and additional related project and program work as assigned.
- Application Completion: Initiates applications over the phone with external agents and their customers. As a licensed Agent, completes the Gerber Life Application with the customer, while providing guidance, reassurance and product support throughout.
- Performs other duties as assigned.
- Complies with all policies and standards.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
