Agency Support Specialist

Branch's Agency Support Team

Our Agency Support Team is committed to make it effortless for Branch's Independent Agents to manage their clientele through assistance via phone, chat, and email. Our Agency Support team lives into Branch's "Roots", embracing our culture and focusing on the importance of getting our agents' backs. Through listening, problem solving, providing guidance for Independent Agents to properly protect themselves through bundling and coverage counseling, as well as setting expectations on any follow-up items, our team works hard to create a lasting positive experience for all Branch agents.

Key Responsibilities

• Provide prompt, easy-to-understand support to independent agents via inbound and outbound calls, chat, and email.
• Resolve standard servicing, billing, and technical questions using established workflows and tools.
• Accurately interpret policy language and escalate risk or underwriting concerns as needed.
• Master the use of support systems (e.g., Staff, billing platforms) to complete agent requests efficiently.
• Proactively surface feedback and insights to improve the agent experience and internal workflows.
• Work collaboratively in a fast-paced, team-based environment while maintaining schedule and documentation standards.

Skills, Knowledge, and Expertise

• Current Property & Casualty license required.
• A High School diploma or GED required.
• 1-3 years of previous Customer Service experience required.
• Ability to prioritize and multitask, including navigating through multiple business applications.
• Self-driven and thrives in a remote environment.
• Strong interpersonal and communication skills.
• Tenacious problem solver.
• Experience in a fast-paced contact center environment preferred.
• Excellent communication skills that reflect an ability to present and receive feedback in a positive way.
• Working knowledge of Google products, remote collaboration tools (Zoom/Slack).
• Follow call flow, and a structured chat flow, to ensure efficient and engaging conversations.
• Strong desire to connect with people and a track record of strong relationships.

Why join us at Branch?

We're all about getting back to getting each other's backthat means Branchers, too. So we provide benefits that let you work and live to your fullest.

• Above-market salary Branch is a data-driven company, so we do the math on salaries, too. If you get an offer from Branch, you can expect compensation that hits above the mark.
• Pay equity and transparency Our pay isn't just above market, it's equitable. We let experience and performance drive your success, never your gender, race, orientation, or beliefs.
• Remote-first (with perks) Work from where you're most comfortable. We'll take care of your work from home set-up and monthly internet. We also have a Columbus headquarters and Chicago hub if you'd like to join us in an office.
• Flexible YouTime We don't just let you control your own time off. We actually encourage you to use it. After your first year at Branch, we'll give you $1000 toward your next vacation.
• Employee stock options You're not just an employee. If you're full-time, you're also a part-owner. You'll have stock options so you can invest in the company you're helping to grow.
• Medical, vision, dental Get all the coverage you need for a healthy, happy life. We'll also contribute $150 per month to a health savings account (HSA), administered by Branch.
• 401k and contribution matching Invest in your future. Branch helps you get to retirement on time with a portion of your contributions matched each month.

What to expect

In light of recent hiring scams across the United States, here's what the process will look like with Branch (so you know it's us):

• Please apply to open positions directly through our site. If you don't see it here, then it shouldn't exist on another job board. If you're ever unsure about the legitimacy of a Branch job posting found on another site, please check the listings here to verify.
• If you're selected to move onto the next phase of the hiring process, a member of our Branch talent team will reach out to you directly from the email domain @ ourbranch.com to guide you through our process.
• The process will include a number of interviews, which will all happen either over the phone or on video calls.
• We will never ask for personal payment or require you to purchase equipment during our interview process. Always be sure to protect your personal information.

Equal Employment Opportunity Employer

At Branch, we are deeply committed to community. Branch is an Equal Employment Opportunity employer All qualified applicants and/or employees will receive consideration for employment without regard to the individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.