Insurance Agency Support Specialist at Monoline in California

About Monoline

Monoline is a fast-growing, tech-savvy insurance company making personal umbrella insurance quick and easy. While traditional insurers take days to issue a policy, we can do it in minutes. We're a small but mighty team where culture is key, and everyone plays a vital role in our success. As we grow rapidly, we foster a collaborative and supportive environment where team members step up, contribute, and make a real impact. If you're looking for a dynamic company with an exciting future, Monoline is the place to be!

About the Team

Our Agency Support team is the go-to resource for the independent insurance agents who sell Monoline policies. We help agents quote, bind, and service their clients' umbrella policies quickly and confidently, so that working with Monoline is as easy as our product promises.

Job Overview

As an Agency Support Specialist at Monoline, you'll be the first point of contact for our insurance agent partners. You'll answer questions about our products and quoting platform, process policy service requests, troubleshoot issues, and route more complex cases to the right internal team. You'll also help keep our help center and internal knowledge base accurate and up to date.

This role requires close attention to detail, as every request is a little different and agents count on fast, accurate answers. Responsiveness, accuracy, and clear communication are key.

Key Responsibilities

Agent Support

• Respond to Inquiries: Answer agent questions by chat, email, and phone, providing fast, accurate, and friendly support.
• Product Guidance: Explain Monoline's umbrella coverage, eligibility guidelines, and underwriting requirements in clear terms.
• Platform Help: Walk agents through quoting, binding, and servicing in Monoline's agent platform, and help them resolve login or access issues.

Policy Servicing

• Process Service Requests: Handle endorsements, cancellations, reinstatements, and other policy changes according to documented procedures.
• Renewals & Billing: Assist agents with renewal questions, payment issues, and billing inquiries.
• Review Documents: Review declarations pages, underlying policy information, and supporting documents to confirm accuracy before processing changes.

Troubleshooting & Escalation

• Resolve Issues: Investigate and resolve agent issues, gathering the details needed to reach a complete answer.
• Escalate Appropriately: Route underwriting referrals, technical bugs, and complex cases to the right internal team, and follow through until they're closed.
• Spot Trends: Flag recurring questions and pain points to help improve our product, platform, and processes.

Knowledge Base & Documentation

• Maintain Help Content: Create and update help center articles and internal knowledge base content so agents and teammates can find answers quickly.
• Track and Record: Log all interactions and requests accurately in our support and tracking systems.

Qualifications

Experience

• Prior experience in customer support, agency support, or service roles, ideally in property and casualty insurance.
• Experience processing policy changes such as endorsements, cancellations, or renewals.
• Experience reviewing insurance declarations pages or policy documents.
• Background in administrative support, data entry, or policy processing in a remote or structured workflow environment.
• Proven ability to maintain accuracy and attention to detail while managing multiple requests.

Technical Skills

• Comfortable using Slack, Gmail, and Drive.
• Experience with support and CRM tools (e.g., Intercom, Zendesk, Salesforce, or HubSpot).
• Quick to learn new software platforms and comfortable explaining them to others.
• No insurance license required.

Professional Skills

• Strong written communication for clear, professional emails and chats with agency partners.
• A friendly, patient, service-first approach, even when handling urgent or frustrated requests.
• Ability to follow structured processes precisely and maintain consistency across requests.
• Strong problem-solving skills and good judgment about when to escalate.
• Discretion in handling sensitive client information and adherence to confidentiality standards.

Summary

Monoline is transforming personal insurance with fast and easy processes. The Agency Support Specialist role is essential to delivering a great experience for our agent partners and helping them serve their clients with confidence. This position blends accuracy, problem-solving, and communication in a fast-paced, collaborative virtual environment where every detail matters.

Benefits

Helping employees to maintain a healthy work-life balance is essential for us to continue being a strong, happy, and healthy team:

• Health, dental & vision insurance plans
• 401K match
• Unlimited time off
• Paid parental leave
• Flexible schedule & work from home options