Agent Support Specialist

About First Connect:

First Connect Insurance Services bridges independent agents with leading Insurtech providers and tech-focused carriers, revolutionizing the insurance industry. With a focus on connectivity, targeted products, automation, and data-driven insights, we offer access to top-notch P&C businesses with over $2 billion investments in the US. Our goal is to connect agents with the best Insurtech partners for a better tomorrow.

About this Role:

The Agent Support Specialist is responsible for delivering exceptional support to First Connect insurance agents and partners through various communication channels, including calls, chats, and emails. This role also involves assisting with carrier appointment processing, ensuring agents have a seamless experience. Day-to-day responsibilities include responding to agent inquiries, troubleshooting issues, and facilitating carrier appointment workflows. The Specialist will maintain accurate records, collaborate with internal teams, and ensure timely follow-ups while adhering to service-level agreements. Additionally, the role requires staying updated on carrier-specific requirements and proactively identifying opportunities to enhance the agent experience.

Hiring remote in all states except California.

Key responsibilities include:
? Responding to agent inquiries via calls, live chats, and emails, providing accurate information and timely resolutions.
? Reviewing and processing carrier appointment requests, ensuring accuracy and compliance with carrier requirements.
? Communicating with carrier representatives to clarify discrepancies, resolve issues, and track appointment statuses.
? Maintaining accurate records of communications and appointment activities in the CRM system (HubSpot).
? Collaborating with internal teams to address agent concerns and streamline processes.
? Monitoring open inquiries to ensure timely follow-ups and proactive issue resolution.
? Contributing to support resources, such as FAQs and process guides, to assist agents and improve workflows.
? Upholding service excellence by adhering to response time standards and delivering high-quality interactions

Qualifications: ? 5+ years of experience in the insurance industry; experience in insurtech is preferred. ? Knowledge of P&C insurance carriers, appetites, and processes. ? Insurance license is preferred but not required. ? Strong experience with databases, reporting, and tracking tools. ? MS Office skills, particularly Excel and Google Suite ? Excellent written and verbal communication skills.

Benefits & Perks:
? Multiple medical plans to choose from and 100% employer-covered dental & vision plans for our team members and their families.
? We also offer a 401(k) retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)
? Equity - This position is eligible for equity compensation
? Training and Career Growth - Training and internal career growth opportunities
? Flexible Time Off - You know when and how you should recharge