Agency Services Specialist

Summary: Sammons Financial Group Companies is seeking an Agency Services Specialist to provide timely support to agents and business partners. The role involves responding to inquiries, processing requests, and maintaining a comprehensive knowledge base of agency services to ensure high-quality customer service. Responsibilities: - 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 - 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. (i.e. individual productivity, processing quality, turnaround time, etc.) - 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) - As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands - Other duties as assigned Required Qualifications: - 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 - Criminal background check required Required Skills: Insurance industry knowledge, Agent contracting, Commission calculations, Bonus structures, New business requirements, Tax reporting, Report management, Customer service, Multi-system navigation Benefits: 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.