Agent Support Manager

Agent Support Manager

Agent Pipeline

St Albans, WV

About Agent Pipeline

Founded in 1988, West Virginia-based Agent Pipeline, an Integrity partner, is one of the most successful insurance marketing organizations (IMOs) in the United States, with vast network of proud employees and satisfied customers. Agent Pipeline distributes a comprehensive mix of life and health insurance products. Agent Pipeline is a recognized market leader in the Medicare Advantage, Medicare Supplement, individual health plans, Prescription Drug Plans, and Final Expense markets. Agent Pipeline is based in St. Albans, West Virginia.

Job Summary

Supports Agency Support Accounts and marketers by providing high-level, proactive support as well as supervises the Agency Support Account Executives by assisting with training, mentorship, and guidance. Quarterbacks and delegates agency support tasks and coordinates communication between accounts and internal departments and carriers.

Primary Responsibilities:

• Acts as a liaison between internal departments, providing a central point of contact for Agency Support Accounts

• Travel to meet with Accounts; attending in-person and virtual meetings

• Demonstrates a strong desire to provide high-level support to Agency Support Accounts, grow and improve relationships, and assist Accounts with supporting their growth plans

• Is a resource for Accounts by maintaining thorough knowledge of processes, both internal and carrier-specific

• Oversees the transfer and onboarding process for our Agency Support Accounts; coordinates with Agent Services Division requesting contracting be sent, status checks, etc. and provides overviews to applicable parties

• Collaborates and communicates effectively with agents, internal employees and departments, and carriers

• Documents all correspondence thoroughly

• Anticipates and communicates with the appropriate leadership any ongoing or potential issues or concerns with Accounts

• Works to resolve escalated issues for the Agency Support Team, maintains proactive and open lines of communication with Accounts, and asks for assistance as needed

• Ensure the team addresses requests within a timely manner (same day if before 3:00 pm) and works with leadership to arrange coverage when out of office

• Critically thinks through situations and aims to provide first response closure whenever possible, provides accurate responses, and follows through to ensure full resolution

• Prepares and presents transfer roadmaps and coordinates meetings with Accounts when needed

• Conducts 45-day introductory calls with new accounts

• Conducts quarterly review and planning sessions with accounts on operational needs

• Conducts by-weekly 1:1 mentorship meetings with team members

• Manages the flow of day-to-day operations including completing and following up on emails, meeting outbound, proactive call goals and providing accurate information to agencies and marketers.

• Identifies issues and brings forth suggestions and ideas for resolutions

• Escalates issues to direct supervisor immediately upon discovery

• Prioritizes work, meets deadlines, and notifies direct supervisor if assistance is needed

• Familiarizes self with new processes and communicates to team members

• Attends meetings and trainings

• Suggests and participates in improvement opportunities

• Trains team members to maximize potential and assist with team growth

• Mentors and coaches team members to improve confidence, knowledge, and communication skills as well as empower team members to take responsibility for their job and goals; delegate responsibility and expect accountability and regular feedback

• Meets with team members and documents coaching's and write-ups within 24 hours.

• Maintains a positive, helpful, and professional manner at all times as well as serves as an example areas such as superior customer support and attendance

Primary Skills and Requirements:

• Minimum 3 years of management experience in a customer service setting

• Experience with motivating, coaching and guiding a team to achieve departmental and company goals

• Familiarity with training and ability to identify training needs, to enhance the skills and knowledge of a team

• Strong organizational skills with the ability to delegate responsibilities and effectively assign tasks

• Minimum 5 years of experience in customer service, with a focus on issue resolution and issue de-escalation

• Experience with problem solving and the ability to proactively identify and analyze issues and develop effective solutions

• Strong written communication with the ability to produce clear and concise emails

• Strong verbal communication skills with the ability to pay close attention to concerns, set clear expectations, monitor performance, and receive and provide feedback

• Excellent analytical skills, with the ability to analyze data and metrics to identify trends, improve processes and enhance the overall experience

• Self-starter with the ability to adapt quickly in a fast-paced, dynamic environment

• Strong proficiency in Microsoft Excel, Microsoft Teams, Outlook and data management

Supervisory Responsibilities:

• Directly supervises 2-8 members of the Agency Support Team.

• Carries out supervisory responsibilities which include mentoring and training employees, planning, assigning, and directing work; conducting performance reviews; addressing complaints and resolving problems.

About Integrity

Integrity is one of the nation's leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you'll love, and we'll love you back. We're proud of the work we do and the culture we've built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are - in person, over the phone or online. Integrity's employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.