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Western & Southern Financial Group Agency Support Specialist in FREMONT, Michigan

Summary of Responsibilities:

In a manner consistent with compliance and regulatory requirements, responds to agent’s inquiries via multi-media factors including inbound, outbound calls and email. This position is the liaison between our external agents and our Agency Operations Department and requires system, product and insurance industry knowledge.

Position Responsibilities:

  • Call Handleing: Handles agent/agency inquiries on inbound/outbound calls and emails in a positive and professional manner consistent with compliance and regulatory requirements. Completes applications over the phone in an admin capacity for external agents. Processes payments on policies and agent debt.

  • Licensing & Contracting: Reviews licensing and contracting systems to determine if external agent is appointed with Gerber Life while troubleshooting issues with licensing and contracting. Must have a clear understanding of the contracting process and paperwork. Must have a clear understanding of state specific back-dating guidelines and pre-appointment states.

  • Commissions: Reviews commission details to determine if an agent is due commissions, has chargebacks/debt. Must have a clear understanding of commissions, commission guidelines and commission statements.

  • Cooperation: Must have the ability to work with other departments such as:

  • New Business - edits, application processing.

  • Underwriting - UW worksheets, UW edits, UW guidelines, processing times.

  • Accounting - processing times, billing, accounting guidelines, bill date changes, payment processing.

  • Policy Admin - cancellations, processing times, policy provisions, policy guidelines, admin changes.

  • Support: Supports other Agency areas by completing administrative tasks including but not limited to creating vendor codes, updating spreadsheets/reporting, testing and additional related project and program work as assigned.

Selection Criteria:

  • Licensed in Life and Health a plus.

  • Demonstrated excellent knowledge of all required systems: SalesForce, Agent Portal, Licensing Portal, UWWB, Lipgloss, AID and Onbase.

  • Proven ability to multi-task and troublshoot complex situations.

  • Proven ability to obtain and maintain multi-state licenses while employed in this position.

  • Demonstrated contact center experience and knowledge considered a plus.

  • Demonstrated insurance industry experience and knowledge considered a strong advantage.

  • One year of customer service experience.

Work Setting:

  • Office.

Educational Requirements:

  • High School Diploma.

Computer Skills and Knowledge of Hardware & Software Required:

  • Typing - 30 w.p.m.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

  • Must pass State Insurance Licensing Exam within two tries and/or 30 days from date of hire.

Position Demands:

  • Walking, standing, sitting, finger movement repetition, lifting/carrying up to 20 pounds, reaching overhead.

Requisition ID: 2021-14985

External Company Name: Western & Southern Financial Group

Street: 445 STATE STREET