Agent

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.