Agent Support

Agent Support Specialist

The Agent Support Specialist provides exceptional service and operational support to insurance agents by serving as a key resource for carrier, contracting, certification, commission, and client-related inquiries. This role requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment while collaborating across departments.
Key Responsibilities
Provide professional verbal and written support to agents, agencies, and insurance carriers.
Manage multiple email inboxes and respond to inquiries accurately and promptly.
Answer incoming calls, return voicemails, and resolve agent and carrier questions in a timely manner.
Conduct welcome calls with newly contracted agents and introduce them to available company resources and support services.
Assist agents with complex service and operational issues.
Troubleshoot agent, client, and carrier-related concerns and work toward effective resolutions.
Collaborate with insurance carriers to facilitate issue resolution and improve agent support outcomes.
Support agents with Medicare carrier certifications, contracting processes, and carrier website navigation.
Develop and maintain a working knowledge of Medicare products, carrier processes, commission structures, and company systems.
Utilize Microsoft Excel, Word, Outlook, and other business systems to maintain records, create reports, and support agent needs.
Partner effectively with team members and other departments to ensure a positive experience for agents and internal stakeholders.
Maintain organization, accuracy, and attention to detail while managing multiple priorities and deadlines.
Qualifications
High school diploma or equivalent.
Basic computer proficiency.
Excellent verbal and written communication skills.
Strong organizational and multitasking abilities.
Customer service experience.
Ability to work effectively in a collaborative team environment.
Professional demeanor and positive attitude.
Medicare industry experience.
Experience in an office or administrative support environment.
Proficiency with Microsoft Excel, Outlook, and Word.
Spanish language fluency or bilingual capabilities.
Knowledge, Skills, and Abilities
Strong customer service orientation.
Effective verbal and written communication.
Strong listening and interpersonal skills.
Excellent attention to detail.
Reading comprehension and analytical thinking.
Ability to learn and navigate multiple systems and carrier platforms.
Problem-solving and troubleshooting skills.
Ability to manage competing priorities and maintain accuracy.
Professionalism, reliability, and accountability.