Agency Support Supervisor

About Us:

American Integrity Insurance (NYSE: AII) is a leading provider of homeowners insurance, proudly serving over 400,000 policyholders across the Southeast. Comprised of more than 300 insurance professionals, most of whom work in our Tampa-area headquarters, and exclusively represented by more than 3,000 independent agents, we offer sound and comprehensive property and dwelling insurance to families throughout Florida, Georgia, South Carolina, and North Carolina. Our organization derives its Strength From IntegrityTM, and we are proud to have been recognized as a Top Place to Work in Tampa by the Tampa Bay Times and a Best Place to Work in Insurance by Business Insurance Magazine for the past twelve years. We have also rated among the Top Workplaces in the USA by USA Today for the past five years.

A Day in the Life:

Who knew Insurance could be this fun? From company picnics to charity events, no one can ever say American Integrity Insurance doesn't understand the importance of having fun, helping others, or giving back. Our company culture is priceless, and it's built around our six core values: Integrity, Commitment, Teamwork, Humility, Passion, and Fun. As a team working to provide home insurance solutions to our policyholders, together we aim to achieve greater heights each day and celebrate each other's accomplishments along the way. It is our mission to continue providing reliable, customer-centric homeowners

insurance and paying claims in a timely manner when our customers suffer a loss - and to do so with Integrity.

Learn more about American Integrity Insurance and our job opportunities at https://careers.aii.com.

Agency Support Leadership

• Lead, coach, and develop a team of Agency Support Specialists responsible for administrative support activities related to agency setup, maintenance and servicing.
• Establish clear performance goals and service expectations aligned with company objectives.
• Monitor team productivity, service levels, quality standards, and agency satisfaction metrics.
• Conduct coaching sessions, and career development planning.
• Establish and cultivate strong relationships with Sales, Marketing, and Training teams.
• Serve as the escalation point for complex administrative issues, system challenges, and workflow concerns.
• Foster a culture of accountability, collaboration, responsiveness, and continuous improvement.

New Agent Onboarding & Agency Lifecycle Management

• Oversee the daily activities of the Agency Support Team related to new agent onboarding, which include:
• Coordinate administrative activities for new agency appointments, licensing verification, contract execution, and system access, ensuring required information and documentation are accurately collected, reviewed and processed.
• Facilitate agency setup and maintenance within:
• Sircon Producer Central
• Salesforce
• Guidewire InsuranceNow
• Process agency appointments, licensing updates, system access requests, and account maintenance activities in accordance with company procedures and regulatory requirements.
• Partner with Sales and Training teams to support agency onboarding milestones while ensuring administrative requirements are completed accurately and timely.
• Monitor onboarding workflows, identify processing delays or missing information, and coordinate resolution with appropriate business partners.
• Maintain accurate agency records and ensure data integrity across applicable systems.
• Support ongoing agency lifecycle activities including updates, changes, terminations, and administrative requests.

Agency Relationship Management

• Oversee the team in providing operational support for agency inquiries related to:
  • Licensing and appointments
  • System access
  • Agency information updates
  • Commission-related questions
  • Billing-related inquiries
  • Policy administration system
• Ensure requests are handled accurately and within established service-level expectations.
• Manage workflow queues and workload distribution to ensure timely resolution of agency requests.
• Partner with Sales, Billing, Underwriting, Customer Service, and other internal teams to coordinate issue resolution.
• Maintain professional and responsive communication with agency partners regarding administrative requests.

System Administration

• Act as the business lead for agency licensing and appointment processes utilizing Sircon Producer Center.
• Coordinate appointment requests, renewals, and terminations.
•  Monitor licensing status and documentation requirements to support regulatory compliance.
• Partner with Vendor partner and Product teams regarding licensing requirements and regulatory changes.
• Maintain data integrity and documentation standards within Sircon.

• Utilize Salesforce to manage agency onboarding workflows, agency inquiries, task tracking and reporting.
• Monitor agency service metrics and onboarding progress through Salesforce reporting.
• Collaborate with business stakeholders on enhancements that improve agency experience and operational efficiency.

• Support user acceptance testing and process improvements Support agency-related workflows and administrative activities within Guidewire InsuranceNow. Support agency access, setup, and training related to policy administration workflows.
• Work closely with the Special Projects and IT teams to troubleshoot and resolve Salesforce and InsuranceNow agency user process issues.
• Participate in system enhancements, upgrades, and testing efforts as needed.
• Identify opportunities for automation and workflow optimization.

Agency Support Operations

• Oversee daily agency support activities related to:
• Licensing
• Commissions
• Billing inquiries
• System access and navigation
• Ensure agent inquiries are resolved accurately and within established service standards.
• Partner with Sales, Billing, Underwriting, and Customer Service teams to resolve agency issues efficiently.
• Monitor email queues and workload management to ensure timely resolution.

Process Improvement & Operational Excellence

• Develop and implement process improvements designed to:
• Reduce onboarding cycle times
• Improve agency satisfaction
• Enhance operational efficiency
• Increase first-contact resolution
• Maintain and update standard operating procedures (SOPs) and knowledge resources.
• Support strategic initiatives focused on agency experience and growth.

Compliance & Governance

• Assist with ensuring agency administration processes comply with state insurance regulations, company policies, and operational controls.
• Support Sarbanes-Oxley (SOX) compliance requirements through accurate documentation and adherence to established procedures.
• Maintain documentation standards and support audit readiness for agency licensing, appointments, and administrative processes.
• Maintain data integrity and confidentiality across agency systems.

Education: Bachelor's degree in Business, Insurance, Finance, Communications, or a related field preferred.

Experience: 

• 5-7 years of property and casualty insurance operations, agency support, licensing, or distribution experience.
• Minimum 2 years of supervisory or leadership experience.
• Experience supporting independent agency distribution channels preferred.
• Experience managing agency onboarding and appointment processes strongly preferred.
• Familiarity with Microsoft Office Suite and Salesforce CRM preferred. 

Skills & Knowledge:

• Operational leadership
• Team development
• Process management
• Data accuracy and attention to detail
• Regulatory compliance
• Cross-functional collaboration
• Workflow optimization
• Problem-solving
• Service excellence
• Change adaptability

Preferred Qualifications: 

• Property insurance carrier experience.
• Salesforce certification.
• Insurance licensing or compliance experience.
• Experience supporting rapid agency growth initiatives.