Senior Agent Support Representative (Bilingual - On-Site)

Senior Agent Support Representative

Keystone Advisors is seeking an experienced Senior Agent Support Representative to serve as a key resource for our growing network of independent insurance agents.

This role combines agent support, contracting operations, onboarding, and relationship management responsibilities. The ideal candidate is bilingual (English/Spanish), has experience working within the health insurance industry, and possesses a strong understanding of Medicare, ACA, licensing, certifications, carrier contracting, and agent support processes.

The Senior Agent Support Representative serves as a primary point of contact for agents and agencies, helping them navigate contracting, onboarding, training requirements, compliance documentation, and operational questions while delivering exceptional customer service.

Prior insurance sales experience is highly preferred, as this role frequently supports agents with product knowledge, carrier opportunities, certifications, and business growth initiatives.

Duties and Responsibilities

• Manage the onboarding and contracting process for new and existing agents.
• Assist agents with carrier appointments, contracting submissions, and hierarchy assignments.
• Review contracting packets for accuracy and completeness.
• Monitor and maintain agent licensing, E&O coverage, AHIP certifications, carrier certifications, and compliance requirements.
• Follow up with agents to resolve contracting deficiencies and outstanding requirements.
• Maintain accurate contracting records within Salesforce and carrier systems.

• Serve as a primary point of contact for independent agents and agency partners.
• Respond to inquiries regarding contracting status, certifications, commissions, carrier access, training opportunities, and operational support.
• Provide a high level of customer service while building strong relationships with agents.
• Escalate complex issues to management or carrier representatives when appropriate.
• Support agency principals and top-producing agents with service-related requests.
• Marketing events assistance and coordinating events for agents.

• Promote training opportunities, webinars, certification programs, and recruiting events.
• Assist agents with Medicare and ACA certification requirements.
• Support new agent orientation and onboarding activities.
• Identify opportunities to cross-market additional carriers and product lines to agents.
• Encourage agent engagement with Keystone resources, tools, and training programs.

• Assist with recruitment outreach and lead follow-up activities.
• Support recruiting campaigns, job fairs, training events, and agent engagement initiatives.
• Conduct outbound phone calls and email outreach when needed.
• Help identify growth opportunities within the existing agent network.

• Answer inbound phone calls and support ticket requests.
• Assist with special projects and department initiatives.
• Perform other duties as assigned.

Qualifications

Required

• Bilingual (English/Spanish)
• 2+ years of experience in health insurance, Medicare, ACA, carrier contracting, or agent support
• Strong understanding of insurance licensing, E&O requirements, carrier contracting, and certifications
• Excellent customer service and relationship management skills
• Strong verbal and written communication skills
• Exceptional organizational and follow-up skills
• Ability to manage multiple priorities in a fast-paced environment
• Intermediate computer skills
• Proficiency with Microsoft Office Suite, especially Microsoft Excel, and AI tools.

Preferred

• Medicare Advantage, PDP, Medicare Supplement, ACA, or ancillary product knowledge
• Prior insurance sales experience
• Salesforce experience
• Experience working with insurance carriers, FMOs, IMOs, or agencies
• Active General Line Health & Life Insurance License

Experience/Knowledge/Skills/Abilities/Training

• Highly organized and detail oriented
• Ability to multi-task
• Strong phone skills including customer service, and persuasiveness of agents to contract with multiple carriers and product lines.
• Strong data entry skills required
• Experience with Salesforce desired
• Knowledge of MS Office