Agency Services Specialist Job at Sammons Financial Group (West Des Moines)

Job Description

Provide accurate and timely commissions/contracting related support to agents and business partners by responding to inquiries through various communication channels while delivering 'Best in Class' Customer Service. Process requests timely with a high level of quality. Support management and team members by resolving escalated issues to ensure completion. Provide guidance to team and other business partners.

Job Responsibility

Provide accurate and timely commissions/contracting related support to agents and business partners by responding to inquiries through various communication channels while delivering 'Best in Class' Customer Service
Process requests timely with a high level of quality
Support management and team members by resolving escalated issues to ensure completion
Provide guidance to team and other business partners
Answer a variety of front line/agent facing related requests for all companies while handling with relevancy and accuracy during peak volumes of work in a fast paced, time-sensitive environment
Develop and maintain a comprehensive knowledge base of Agency Services including but not limited to: agent set-up and New Business requirements, agent contracting requirements/regulations, product level commissions calculations, bonus structures and new business requirements/regulations
Ability to learn and manage tasks across various platforms and systems
Meet the required department service standards on a consistent basis
Maintain multiple job functions such as e-mails, notating files and standard processing in multiple systems while being flexible between high and low business volumes
Maintain assigned job functions related to Agency Services transactions including but not limited to: agent contracting set-up, updates to agent information and contracts, annualization and EFT, manage reports, research complex scenarios/inquiries, tax reporting, agent adjustments and agent bonuses
Responsible for responding to internal/external business partners and third parties in verbal and written communication using a professional, articulate manner and friendly approach
Properly document all action steps and relevant detailed information in system pertaining to processing inquiries
Acquire general working knowledge of each department's job function and all designated service level agreements to manage end user expectations
Identify, communicate and proactively work to solve problems or issues before a service breakdown or complaint occurs
Work in partnership with distribution partners and internal departments to resolve agent contracting and commission issues and drive customer satisfaction
Report escalated issues to senior specialist and/or leadership and log incidents as necessary
Demonstrate accountability to ensure necessary corrections are made to resolve problems or complaints
Navigate and provide direction to agents to access information via external websites and troubleshoot website display errors
Assist management with determining and implementing efficient workflow methods
Provide trends and feedback to department leadership to be shared with division and senior leadership, as received through communications with agents
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
Acquire and maintain working knowledge of company products
Drive personal development by independently initiating development opportunities and continued learning
Promote teamwork by supporting team members and sharing knowledge
provide feedback and coaching ideas for peer mentoring and personal development
Participate in regular team meetings and training sessions
Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity)
Other duties as assigned

Requirements

Bachelor's Degree Preferred
Comprehensive knowledge of all major departmental functions and related systems
Good understanding of the insurance industry including applicable laws and reporting requirements
Ability to communicate effectively and tactfully with internal and external business partners
Strong interpersonal skills include respect, patience, approachability, flexibility and ability to handle interruptions and multiple tasks on a daily basis
Knowledge of and ability to maneuver through multiple information screens
High degree of decision making ability using tact and good judgment
Demonstrate professionalism and an aptitude for problem resolution
Strong organizational skills
Strong problem solving skills
Ability to work efficiently and independently or in a team environment
Able to adapt to frequent change

What we offer

Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance
Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success
Invest in your future with our 100% company-funded Employee Stock Ownership Plan (ESOP), plus automatic enrollment in our 401(k)
Work–life balance that means something. Friday afternoons off year-round, generous paid time off, and paid holidays
Commit to your growth with paid development time, tuition reimbursement, and professional development opportunities across industry, individual, and leadership programs
Make an impact beyond the workplace through volunteer time off, and our company nonprofit matching gift program, supporting the causes that matter most to you
An ownership culture that inspires
join a connected, values-driven workplace where employees take accountability, support one another, and are empowered to do their best work—together shaping our future shared success

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Agency Services Specialist

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