• Responds to routine questions from the field force, insurance departments, market offices, territory directors and internal customers on researching, explaining and resolving commission and production issues; gathers documentation and conducts research to obtain, clarify or provide information regarding procedures and policies to resolve concerns; partners with more experienced team members to resolve more complex issues

• Reviews assigned contractual agreements; compares agent information against established corporate requirements and criteria for agent representation and confirms/declines eligibility or identifies discrepancies requiring additional research and consideration; confirms compliance with established Created By: Megan Jordan September 08, 2021 Version: 15 business practices and state specific insurance department regulations; keys pertinent information into the on-line system; ensures confidentiality of records

• Processes hierarchy promotions, demotions, and changes to commission setups, including request of reports providing detail of all group accounts that affected by hierarchy change; reviews reports, per group, to determine system changes that will be required; completes all required system changes; prepares documents for imaging; maintains an up-to-date procedures manual that provides accurate step-by-step procedures to accomplish all assigned tasks

• Performs other duties as required

Education & Experience Required

• High School Diploma or Equivalent
• 2 years of job specific work experience

Or an equivalent combination of education and experience

Education & Experience Preferred

• Experience providing customer services in a call center or similar work environment

Job Knowledge & Skills

• Microsoft Word: Intermediate

• Microsoft Excel: Intermediate

• Business Objects: Rich Client

• Possesses and applies a broad knowledge of principles, concepts, practices and procedures of associate/agent licensing

• Excellent oral, written and telephone communications skills to effectively interact with internal and external customers

• Working knowledge of Sales Contracting and Commissions processes and procedures

• General knowledge of principles, concepts, practices, and procedures of associate licensing and new business

Competencies

• Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments
• Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
• Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
• Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages
• Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
• Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals
• Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds