Agent Services Representative

Group 1001•Zionsville, IN

1d•Remote

About The Position

The Agent Services Representative is responsible for the accurate and timely processing of agent- and agency-related documentation in support of Delaware Life's operations. Sitting within the Sales Operations team, this role serves as a critical operational partner to agents, agencies, back offices, and internal stakeholders — ensuring agent records, licensing, and appointments are maintained in good order across the agent lifecycle. The ideal candidate is a detail-driven critical thinker who thrives in a dynamic, regulation-heavy environment, communicates clearly, and brings a positive, collaborative attitude to a team that frequently navigates change. The individual must demonstrate exceptional attention to detail, strong organizational skills, and the ability to manage multiple priorities in a fast-paced financial services environment.

Requirements

Bachelor's degree in a related field, or equivalent combination of education and experience.
3+ years of operations, customer service, or transaction-processing experience (or a combination of the three).
Demonstrated ability to communicate effectively — both written and verbal — with internal teams and external partners (agents, agencies, back offices).
Strong critical thinking and problem-solving skills, with the ability to research, articulate findings, and drive issues to resolution.
Exceptional attention to detail across every aspect of the work; comfort with high-volume, high-accuracy transactional processing.
Proven ability to thrive in a fast-paced environment that experiences frequent change, with a flexible mindset and positive attitude.
Strong collaboration skills — works well with peers, cross-functional partners, and external stakeholders.

Nice To Haves

Working knowledge of the annuity market, with specific exposure to fixed, fixed indexed, and variable annuities.
Prior experience in insurance or financial services operations, particularly in agent/producer services, licensing, or appointments.
Familiarity with state insurance department processes (appointments, renewals, terminations) and producer licensing.

Responsibilities

Process agent demographic and profile changes, including contact information updates, BIN (Broker Identification Number) updates, hierarchy changes, and other agent record maintenance.
Maintain the integrity of agent and agency data across internal administrative platforms.
Own cases end-to-end — from intake through resolution — ensuring timely, accurate completion of all agent transactions.
Review agent and agency onboarding paperwork to determine whether it is in good order; partner directly with agents and back offices to resolve any not-in-good-order (NIGO) items.
Provide licensing support — answering inquiries, validating licensing requirements, and helping agents navigate state-specific obligations.
Support the NIGO team as needed, helping clear backlog and resolve complex documentation issues.
Process state appointments, renewals, and terminations in accordance with each state's regulatory requirements.
Support block transfers, including coordination across agencies, validation of paperwork, and accurate system updates.
Learn, retain, and continuously update knowledge of Delaware Life's annuity products, internal processes, and the financial industry rules and regulations that govern this work.
Contribute to process improvement initiatives and cross-functional efforts within Sales Operations.
Conduct quality assurance for agency onboarding and management to ensure information is processed accurately.
Manage and resolve Agency escalations as needed
Assist with special projects as needed.