Agent Support Specialist

The Role:

The Agent Support Specialist is responsible for delivering exceptional support to First Connect insurance agents and partners through various communication channels, including calls, chats, and emails. This role also involves assisting with carrier appointment processing, ensuring agents have a seamless experience. Day-to-day responsibilities include responding to agent inquiries, troubleshooting issues, and facilitating carrier appointment workflows. The Specialist will maintain accurate records, collaborate with internal teams, and ensure timely follow-ups while adhering to service level agreements. Additionally, the role requires staying updated on carrier-specific requirements and proactively identifying opportunities to enhance the agent experience.

What You’ll Do:

• Respond to agent inquiries via calls, live chats, and emails, providing accurate information and timely resolutions
• Review and process carrier appointment requests, ensuring accuracy and compliance with carrier requirements
• Communicate with carrier representatives to clarify discrepancies, resolve issues, and track appointment statuses
• Maintain accurate records of communications and appointment activities in HubSpot CRM
• Collaborate with internal teams to address agent concerns and streamline processes
• Monitor open inquiries to ensure timely follow-ups and proactive issue resolution
• Contribute to support resources, such as FAQs and process guides, to assist agents and improve workflows
• Uphold service excellence by adhering to response time standards and delivering high-quality interactions

What You’ll Bring:

• 5+ years of experience in the insurance industry; experience in insurtech is preferred
• Knowledge of P&C insurance carriers, appetites, and processes
• Insurance license preferred but not required
• Strong experience with databases, reporting, and tracking tools
• Proficiency in MS Office (particularly Excel) and Google Suite
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities in a fast-paced environment