Agency Contract Mgmt Specialist

Job Summary

Processes requests of basic to difficult complexity from internal and external customers across channels related to agent contracting, product authority and appointments.

Handles inbound calls, transfers or key/national account requests.

Ensures compliance with department and company procedures, standards and applicable regulations.

Provides excellent customer experience with each interaction promoting a positive customer experience.

Identifies and reports system defects.

Recommends and helps implement approved system, process and other improvements.

Essential Job Functions

• Applies problem-solving and critical thinking skills to prioritize, analyze, clarify and process requests of basic to difficult complexity from internal and external customers across channels related to agent contracts, commission schedules, licenses, appointments, product authority, system access, terminations and acquisitions.
• Demonstrates an understanding of the customer's needs and ensures they are met.
• Regularly handles inbound calls, transfer and/or key/national account requests.
• Ensures compliance with department and company procedures, standards and applicable regulations.
• Follows up as needed with the appropriate person(s) to gather missing information, resolve problems and complete requests within department service and quality standards.
• Advises customers via the appropriate media when requests have been completed.
• Updates processing systems and other tools to reflect work activity and communication with customers. Identifies and reports system defects. Recommends and helps implement approved system, process and other improvements to reduce waste and deliver a better customer experience.
• Supports system testing for transactions of basic to difficult complexity as assigned.
• Performs other duties as assigned.

Education Requirements

A high school diploma or equivalent required.

Experience Requirements

2-3 years of service-related experience required.

Special Skill Requirement

Basic proficiency in Microsoft Office programs (Excel, Word, PowerPoint), keyboard usage and navigating web-based programs required.

Benefits

• Competitive salary commensurate with experience, qualifications and location.
• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance