Agent Support Specialist

Integrity•Saint Albans, WV

21h

About The Position

Agent Pipeline, an Integrity partner, is a national insurance marketing organization focused on meeting agents where they are and taking them where they want to go. Whether you’re new to the industry looking for product knowledge & training, an agent who is ready to grow & develop a team of agents, or a veteran looking for a succession plan: we are here to help you along the way. The role supports Executive, Key, and Core Accounts by providing high-level, proactive support. The individual will act as a quarterback, delegating agent support tasks and coordinating communication between Accounts and internal departments and carriers. The role involves traveling to meet with Accounts and attending in-person and virtual meetings. The individual will demonstrate a strong desire to provide high-level support to Executive, Key, and Core Accounts, grow and improve relationships, and assist Accounts with supporting their growth plans.

Requirements

Problem Solving: Identifies and resolves problems in a timely manner; Works well in group problem-solving situations.
Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs.
Interpersonal Skills: Focuses on solving conflict, not blaming; Listens to others without interrupting; Remains open to others’ ideas and tries new things.
Written Communication: Edits email and written work for spelling and grammar; Explains in detail the situation, expected result and any next steps that are needed.
Teamwork: Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit.
Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Organizes or schedules other people and their tasks.
Professionalism: Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.
Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative: Undertakes self-development activities; Seeks increased responsibilities; Asks for and offers help when needed.
Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills: To perform this job successfully, an individual should have knowledge of Internet software; Excel Spreadsheet software and Microsoft Word Processing software.
Must be willing to work flexible hours during peak times.
Must be able to pass background check and pre-hire drug screening.
Must be able to pass monthly OIG and SAM Exclusion List checks.

Responsibilities

Acts as a liaison between internal departments, providing a central point of contact for Executive, Key, and Core Accounts.
Oversees the transfer and onboarding process for our Executive, Key, and Core Accounts; coordinates with Contracting and Broker Support Teams on requesting contracting be sent, status checks, etc. and provides overviews to applicable parties.
Collaborates and communicates effectively with agents, internal employees and departments, and carriers.
Conducts proactive outreach calls to Executive, Key, and Core Accounts as well as agents and agencies on Target Lists as directed.
Documents all correspondence thoroughly.
Works to resolve escalated issues for Executive, Key, and Core Accounts, maintains proactive and open lines of communication with Accounts, and asks for assistance as needed.
Addresses requests within a timely manner (same day if before 4:00 pm) and works with leadership to arrange coverage when out of office.