Agency Services Specialist

Responsibilities

• Provide accurate and timely commissions/contracting related support to agents and business partners by responding to inquiries through various communication channels while delivering "Best in Class" Customer Service.
• Process requests timely with a high level of quality.
• Support management and team members by resolving escalated issues to ensure completion.
• Provide guidance to team and other business partners.
• Answer a variety of front line/agent facing related requests for all companies while handling with relevancy and accuracy during peak volumes of work in a fast paced, time-sensitive environment.
• Develop and maintain a comprehensive knowledge base of Agency Services including but not limited to: agent set-up and New Business requirements, agent contracting requirements/regulations, product level commissions calculations, bonus structures and new business requirements/regulations.
• Ability to learn and manage tasks across various platforms and systems.
• Meet the required department service standards on a consistent basis (i.e. individual productivity, processing quality, turnaround time, etc.).
• Maintain multiple job functions such as e-mails, notating files and standard processing in multiple systems while being flexible between high and low business volumes.
• Maintain assigned job functions related to Agency Services transactions including but not limited to: agent contracting set-up, updates to agent information and contracts, annualization and EFT, manage reports, research complex scenarios/inquiries, tax reporting, agent adjustments and agent bonuses.
• Responsible for responding to internal/external business partners and third parties in verbal and written communication using a professional, articulate manner and friendly approach.
• Properly document all action steps and relevant detailed information in system pertaining to processing inquiries.
• Acquire general working knowledge of each department’s job function and all designated service level agreements to manage end user expectations.
• Identify, communicate and proactively work to solve problems or issues before a service breakdown or complaint occurs.
• Work in partnership with distribution partners and internal departments to resolve agent contracting and commission issues and drive customer satisfaction.
• Report escalated issues to senior specialist and/or leadership and log incidents as necessary.
• Demonstrate accountability to ensure necessary corrections are made to resolve problems or complaints.
• Navigate and provide direction to agents to access information via external websites and troubleshoot website display errors.
• Assist management with determining and implementing efficient workflow methods.
• Provide trends and feedback to department leadership to be shared with division and senior leadership, as received through communications with agents.
• Openly discuss concerns within the area and/or team and provide ideas for improvement.
• Look for ways to improve a process and/or procedure and openly discuss your thoughts.
• Acquire and maintain working knowledge of company products. This includes staying familiar with the most up-to-date changes to procedures as well as completing any required training courses.
• Drive personal development by independently initiating development opportunities and continued learning.
• Promote teamwork by supporting team members and sharing knowledge; provide feedback and coaching ideas for peer mentoring and personal development.