Agency Support Specialist-Onsite

Overview

In a manner consistent with compliance and regulatory requirements, responds to agent's inquiries via multi-media factors including inbound/outbound calls and email. 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.

Responsibilities

What you will do:

• Agent Interaction: Handles agent/agency inquiries on inbound/outbound calls and emails 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, submitting claims, form submission, policy corrections and licensing updates.
• 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.
• 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.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

• High School Diploma (Required)
• Contact center experience and knowledge considered a plus. (Preferred) and
• Insurance industry experience and knowledge considered a strong advantage. (Preferred) and
• One year of customer service experience. (Required)
• Excellent knowledge of all required systems: SalesForce, Agent Portal, Licensing Portal, UWWB, Lipgloss, AID and Onbase.
• Must have the ability to multi task and troubleshoot complex situations.
• Typing - 30 w.p.m.
• Licensed in Life & Health Upon Hire (Required)

Work Setting/Position Demands:

• 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.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None