Description
As part of our Agent Lifecycle team, you'll be at the heart of maintaining strong, compliant relationships with our Independent Agents across multiple business units. This role is ideal for someone who thrives in a dynamic environment, enjoys solving complex problems, and is passionate about delivering exceptional service.
You'll manage the full lifecycle of agent relationships, from onboarding and contracting to offboarding and ongoing maintenance, ensuring accuracy, compliance, and a seamless experience for both internal and external stakeholders. If you're detail-oriented, customer-focused, and eager to contribute to process improvements, this is a great opportunity to grow your career in a collaborative and impactful team.
Key Responsibilities
- Process requests of varying complexity related to agent contracts, commission schedules, licenses, appointments, product authority, system access, and terminations.
- Prioritize work items from queues based on service level agreements.
- Ensure compliance with internal procedures and regulatory standards.
- Communicate effectively with stakeholders to gather missing information and resolve issues.
- Update internal systems to reflect work activity and customer interactions.
- Support large account and network requests, including direct contact and meetings with accounts.
- Recommend and help implement process and system improvements to enhance efficiency and customer experience.
- Identify and report system defects; support testing of transactions as assigned.
- Handle inbound calls and provide high-quality service across channels.
- Meet department standards for service quality, volume, and efficiency.
Requirements
- 2–3 years of service-related experience.
- Strong customer service and problem-solving skills.
- Excellent verbal and written communication skills.
- Self-motivated and detail-oriented.
- Proficiency in Power BI, Excel, Microsoft Office Suite, and ACE system.
- Ability to work independently and collaboratively in a fast-paced environment.
- Commitment to continuous improvement and learning.
Benefits
This position comes with a competitive compensation and benefits package, including a comprehensive benefits package, career development and training opportunities, flexible work arrangements, and a dynamic and inclusive work culture.