Western & Southern Financial Group

Agency Support Specialist - Gerber Life Insurance

Job Locations US-MI-FREMONT
Insurance Operations
Full Time


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.


  • Call Handleling (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 chargebacks/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.


  • Licensed in Life & Health a plus
  • Excellent knowlede of all required systems:  SalesForce, Agent Portal, Licensing Portal, UWWB, Lipgloss, AID and Onbase.
  • Must have the ability to multi task and troublshoot complex situations.
  • Ability to obtain and maintain multi-state licenses while employed in this position
  • Contact center experience and knowledge considered a plus
  • Insurance industry experience and knowledge considered a strong advantage
  • One year of customer service experience
  • Typing - 30 w.p.m

Educational Requirements:

  • High School Diploma 

Certifications & Licenses:

  • Must be able to obtain Life and Health Insurance license within 6 months from hire date


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