Western & Southern Financial Group

Agency Support Specialist - Gerber Life Insurance

Job Locations US-MI-FREMONT
Insurance Operations
Full Time


Summary of Responsibilities:


In a manner consistent with compliance and regulatory requirements, respond to agent’s inquiries via multi-media factors including inbound, outbound calls and email.  This position is the liaison between our external agents and our Agency Operations Department and requires, system, product and insurance industry knowledge.


Position Responsibilities:

  • Call Handling (60% of the time): Handle agent/agency inquiries on inbound/outbound calls and emails in a positive and professional manner consistent with compliance and regulatory requirements.  Complete applications over the phone in an admin capacity for external agents.  Process payments on policies and agent debt.
  • Licensing & Contracting (10% of the time): Review licensing and contracting systems to determine if external agent is appointed with Gerber Life while troubleshooting issues with licensing and contracting.  Must have a clear understanding of the contracting process and paperwork.  Must have a clear understanding of state specific back-dating guidelines and pre-appointment states.
  • Commissions (10% of the time): Review commission details to determine if an agent is due commissions, has charge-backs/debt.  Must have a clear understanding of commissions, commission guidelines and commission statements.
  • Cooperation  (10% of the time): Must have the ability to work with other departments such as:
    • New Business - edits, application processing
    • Underwriting - UW worksheets, UW edits, UW guidelines, processing times
    • Accounting - processing times, billing, accounting guidelines, bill date changes, payment processing
    • Policy Admin - cancellations, processing times, policy provisions, policy guidelines, admin changes
  • Support (10% of time):  Support other Agency areas by completing administrative tasks including but not limited to creating vendor codes, updating spreadsheets/reporting, testing and additional related project and program work as assigned.


Selection Criteria:

  • Licensed in Life & Health a plus
  • Excellent knowledge of all required systems:  SalesForce, Agent Portal, Licensing Portal, UWWB, Lipgloss, AID and Onbase.
  • Must have the ability to multi task and troubleshoot complex situations.
  • Ability to obtain and maintain multi-state licenses while employed in this position (Will be given 6 months to obtain Life and Health Insurance License from date of hire)
  • Contact center experience and knowledge considered a plus
  • Insurance industry experience and knowledge considered a strong advantage
  • One year of customer service experience

Work Setting:

  • Office
  • Work From Home

Educational Requirements:

  • High School Diploma

Computer Skills and Knowledge of Hardware & Software Required:

  • Typing - 30 w.p.m

Certifications & Licenses

  • Must pass State Insurance Licensing Exam within 6 months of date of hire

Position Demands:

  •  Walking, Standing, Sitting, Finger movement Repetitive, Lifting/Carrying up to 20 pounds, Reaching Overhead 


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