General Purpose of Position:

The Agency Services Specialist is an important liaison between agencies, agency development managers, senior sales management and the company. They provide information regarding agent's books of business, loss ratios, current agent appointment status and are directly responsible for compliance of the licensing and contracting process that establishes an agent's legal record with the Company and TBD. This position will have authority to interact with team members, agents, carriers and insurance departments as required to complete the functions and responsibilities of the position. Daily and consistent tracking and reporting of state licensing and contract activity and fulfill other responsibilities as delegated by Agency Services Manager. This is done by effectively collaborating with the said manager to establish strategy for effective implementation.

Essential Functions and Responsibilities:

The following are the usual, basic and essential functions of the position. These functions are not to be construed as an exhaustive list of all responsibilities, duties, and skills required.

• Proactively answer and respond to all phone and email inquiries concerning agent inquiries
• Process applications and request for appointments or renewals according to state regulations, compliance guidelines and contract terms via electronic filing system
• Accountable for processing terminations for agents with the Company(s) and TBD
• Create and maintain complete client files on individual clients and company data; make changes to agency information (commission schedule changes, W-9, address, phone, etc.)
• Create, edit and terminate agents in Alchemy systems in accordance with current procedures
• Request agents to complete and follow-up on appointment paperwork from agents in accordance with escalation procedures
• Request payment to state
• Validate agency information with field and regional business development personnel
• Create and deliver Book of Business reports for Agents
• Learn new processes and train as applicable agents on use
• Report any and all issues to the appropriate business analyst for resolution
• Document procedures
• Maintain and track current E&O information on agents in accordance with Alchemy procedures
• Create and send welcome communications to agents in accordance with Alchemy procedures
• Review State statutes and regulations for changes in reference to Agency Licensing with ability to develop recommendations for implementation

General

• Promote a culture of personal responsibility, open communications and continuous improvement
• Ensure fair and ethical policies and practices in all relationships and operations
• Exhibits leadership skills
• Exceptional problem-solving ability

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Requirements:

• High School Diploma/GED or equivalent experience, advanced degree preferred
• 3-5 years customer service or call/service center environment
• Property and Casualty license a plus
• Excellent customer service and interpersonal skills needed for working with our customers.
• Must be detailed oriented and possess strong customer service, organizational and time management skills.
• Excellent verbal and written communication skills
• Ability to fluently speak, read and write English and Spanish is a plus
• Ability to effectively with shifting priorities and multiple deadlines in a fast-paced environment
• Microsoft Office Tools, HubSpot, Adobe, and Claude

Certificates or Licenses:

As required by regulatory entities. Relevant professional designations or skill certifications are desirable.