Agency Services Representative

Job Title

What You Can Expect In This Role

Communicate verbally with agents, distribution partners, third parties and internal support departments in matters relating to agent and customer needs. Approach all interactions with the customer at the forefront, using the corporate shared values as the guide for all interactions.

What You'll Do In This Role

• Responsible for responding to inbound calls by providing support to North American, Midland National, and Sammons Institutional Group agents, internal/external business partners and third parties in verbal and written communication using a professional and friendly approach. Calls must be handled according to company policy and procedure, Service Level and Quality Standard Agreements.

• Provide accurate information on calls regarding, but not limited to: contract status, set-up and changes, address changes, EFT set-up, annualization set-up/changes, beneficiary designation/changes, agent training, policy status, commissions schedules, commission rates, deferred compensation/agent retirement, agent of record status, completing forms, and provide standard established turnaround times; as applicable.

• Submit accurate and timely requests via workflow system to ensure work item is handled in accordance with varying departmental procedures. Have working knowledge of each department's job function and all designated service level agreements to manage end user expectations.

• Accountable for providing follow through to ensure problem or complaint resolution and notify individuals of action taken. Perceive, distinguish, and empathize with emotions of internal/external customers. Record calls (including electronic "tagging"), process requests, and update account history with results of inquiry to include proper documentation.

• Acquire and maintain working knowledge of North American, Midland National, and Sammons Institutional Group products. This includes staying familiar with the most up-to-date changes to procedures as well as completing any required training courses.

• Display a working knowledge of commissionable premium and target on products.

• Display a working knowledge of state appointment guidelines.

• Correctly identify appropriate regulations to ensure proper handling of requests. Verify and provide explanation for tax documents.

• Consult and coordinate with all other applicable departments including New Business, Customer Contact, Sales & Marketing, Customer Correspondence and the Annuity/Life Division.

• Meet departmental expectations for phone and written quality, average handle time, held and consulted calls, and eligibility.

• Navigate and provide direction to internal and external business partners to access policy information via external websites. Troubleshoot website issues and provide expert resource for agent related information.

• Identify, communicate and proactively work to solve problems or issues before a service breakdown or complaint occurs.

• Maintain multiple job functions such as incoming calls, e-mails, noting files, faxing, while being flexible between high and low call volumes while displaying exemplary customer service skills.

• Efficiently navigate multiple systems as well as Microsoft Word, Excel and Outlook.

• Provide trends and feedback to department leadership to be shared with division and senior leadership, as received through communications with external business partners. Openly discuss concerns within the area and/or team and provide ideas for improvement. Look for ways to improve a process and/or procedure and openly discuss your thoughts.

• Promote teamwork by supporting team members and sharing knowledge; provide feedback and coaching ideas for peer mentoring and personal development.

• Participate and apply…