Agent Services Representative

About the role

The Agent Services Representative plays a crucial role in supporting Delaware Life's operations by managing agent and agency-related documentation.

Responsibilities

• Agent Management & Maintenance Process agent demographic and profile changes, including contact information updates, BIN (Broker Identification Number) updates, hierarchy changes, and other agent record maintenance.
• Maintain the integrity of agent and agency data across internal administrative platforms.
• Own cases end-to-end — from intake through resolution — ensuring timely, accurate completion of all agent transactions.
• Onboarding & Licensing Support Review agent and agency onboarding paperwork to determine whether it is in good order; partner directly with agents and back offices to resolve any not-in-good-order (NIGO) items.
• Provide licensing support — answering inquiries, validating licensing requirements, and helping agents navigate state-specific obligations.
• Support the NIGO team as needed, helping clear backlog and resolve complex documentation issues.
• State Appointments & Lifecycle Events Process state appointments, renewals, and terminations in accordance with each state's regulatory requirements.
• Support block transfers, including coordination across agencies, validation of paperwork, and accurate system updates.
• Operational Excellence & Compliance Learn, retain, and continuously update knowledge of Delaware Life's annuity products, internal processes, and the financial industry rules and regulations that govern this work.
• Contribute to process improvement initiatives and cross-functional efforts within Sales Operations.
• Conduct quality assurance for agency onboarding and management to ensure information is processed accurately.
• Manage and resolve Agency escalations as needed.
• Aid with special projects as needed.

Requirements

• Bachelor's degree in a related field, or equivalent combination of education and experience.
• 3+ years of operations, customer service, or transaction-processing experience (or a combination of the three).
• Demonstrated ability to communicate effectively — both written and verbal — with internal teams and external partners (agents, agencies, back offices).
• Strong critical thinking and problem-solving skills, with the ability to research, articulate findings, and drive issues to resolution.
• Exceptional attention to detail across every aspect of the work; comfort with high-volume, high-accuracy transactional processing.
• Prior experience in insurance or financial services operations, particularly in agent/producer services, licensing, or appointments.
• Familiarity with state insurance department processes (appointments, renewals, terminations) and producer licensing.

Preferred Qualifications

• Working knowledge of the annuity market, with specific exposure to fixed, fixed indexed, and variable annuities.
• Prior experience in insurance or financial services operations, particularly in agent/producer services, licensing, or appointments.
• Familiarity with state insurance department processes (appointments, renewals, terminations) and producer licensing.

Benefits

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Benefits include:

• Comprehensive health, dental, and vision insurance plan options.
• Basic and Supplemental Life Insurance.
• Short and Long-Term Disability.
• Employee Assistance Program and wellness programs.
• 401K plan with matching contributions by the Company.