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Job Title: Agency Services Support Specialist
Location: Worcester, MA 01653 (Hybrid)
Contract Duration: 6 Month (Possible Extension or Conversion)
Client: The Hanover Insurance Group
Pay Rate: $21.51/hour on W2 (Without Benefits)
Schedule: Onsite 2–3 days per week; remaining days remote. Hours: 8:00 AM–6:00 PM EST.
Position Overview
The Agency Services Associate will join the Personal Lines Agency Support Team, serving as a key contact for independent agents, policyholders, and internal partners. Working in a dynamic call center environment, this role provides support related to personal lines insurance policies, billing inquiries, policy changes, and technical troubleshooting.
This position includes a comprehensive 6–8 week virtual training program, ongoing mentoring, and clear career growth opportunities within the Personal Lines division.
Key Responsibilities
- Handle inbound calls from agents, policyholders, and field representatives in a call center environment.
- Manage a personal queue of pending items, following up via email or outbound calls.
- Review and verify personal lines policy transactions, coverages, and updates.
- Communicate underwriting guidelines accurately to agents.
- Resolve simple and complex billing questions from agents and policyholders.
- Provide technical assistance, troubleshooting system issues encountered by agents/policyholders.
- Collaborate with internal Personal Lines teams to resolve policy or billing issues.
- Deliver excellent service aligned with performance metrics and quality standards.
- Recommend process improvements related to workflows, systems, or procedures.
- Participate in special projects and perform additional duties as needed.
QualificationsRequired:
- Up to 2 years of customer service experience; call center experience is a plus.
- High School diploma or GED.
- Strong communication skills, active listening, and excellent telephone etiquette.
- Effective organization, prioritization, and time-management abilities.
- Ability to maintain a positive, patient, and service-oriented attitude.
- Proficiency with computer navigation and common business software; able to learn industry-specific systems.
- Commitment to completing the full virtual training program.
Preferred:
- Bachelor’s degree.
- Remote-work experience.
Technical & Remote Requirements
- Hardwired Ethernet connection with minimum speeds: 10 Mbps upload / 50 Mbps download.
- Ability to use call center software, wired headset, and operate a computer for extended periods (75–90% of shift).
Key Success Factors
- Takes ownership of responsibilities and strives to deliver outstanding service.
- Comfortable in a fast-paced, structured call center environment.
- Adaptable, receptive to coaching, and able to navigate change effectively.
- Strong problem-solving ability and focus on creating positive customer experiences.
- Thrives in both remote and in-office settings.
About the Client
The Hanover Insurance Group is a leading Property & Casualty insurance carrier with over 160 years of history, recognized by Forbes as one of America’s Top Employers and by Business Insurance as a Best Place to Work. The organization fosters a collaborative culture that promotes professional development and long-term growth.
About GTT
GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American–owned company based in Alaska. As part of a Native American–owned, economically disadvantaged enterprise, GTT values diversity, inclusion, and opportunity. We proudly serve Fortune 500 clients across the banking, financial services, life sciences, technology, utility, and retail sectors throughout the US and Canada.
If you're interested or know someone looking to move into a position like this, please reply here with an up-to-date resume with recent experience, you can also call me direct at (351) 208-4102. GTT has been a Staffing Industry Analyst's Best Staffing Firm to Work three years in a row and works with some of the nation's top employers.
Job Type: Contract
Pay: $21.51 per hour
Work Location: In person
Salary : $22