Agent Services Specialist

Responsibilities

• Review agent onboarding packets, contracts, and related records to confirm all required materials are complete, accurate, and ready for processing.
• Evaluate submitted documentation against eligibility standards and identify missing information or discrepancies that may affect approval.
• Apply federal and state compliance requirements when handling paperwork to help ensure processing activities meet regulatory expectations.
• Investigate processing issues, assess potential risks, and recommend practical solutions by using sound judgment and process knowledge.
• Track daily case activity and communicate status updates, outstanding items, and next steps to agents and other key stakeholders.
• Contribute to cross-functional initiatives, including updates that affect production workflows, to support operational consistency.
• Analyze existing procedures and propose improvements that enhance turnaround time, quality, and the overall stakeholder experience.
• Maintain departmental productivity and accuracy targets while following established business processes and quality standards.
• Prepare reporting insights and share recommendations that support ongoing operational improvement and team objectives.

Requirements

• Associate degree, or high school diploma with at least 1 year of experience in a production, operations, or analyst-focused role.
• Minimum of 1 year of experience performing analytical or process-driven work in a detail-focused environment.
• Demonstrated ability to work across multiple computer applications at the same time while entering, reviewing, and validating information.
• Working knowledge of Microsoft Outlook for scheduling, email management, and meeting coordination.
• At least 2 years of experience using Microsoft Office tools, including Word, Excel, and Outlook.
• Strong customer service skills with the ability to communicate effectively with internal teams and external contacts.
• High attention to detail and the ability to manage documentation in a regulated or compliance-sensitive setting.