Location: Tampa,FL, USA
The Agency Services Team Lead is responsible for taking a leading role in enabling agency partnerships with Heritage through licensing and appointments, system access, and training based on collaboration with the Heritage Sales Force. The Team Lead suggests and documents procedural changes. The Team Lead coordinates the team activities to achieve Department goals and is responsible for individual quantitative and qualitative goal achievement.
Essential Duties and Responsibilities:
* Manage agent appointments through the processing of applications, agent contracting paperwork, licenses, forms and required information.
* Reviews documents for completeness and proactively contacts relevant partners to verify that information is correct and that missing documents are provided.
* Organizes and updates agency files per regulatory and industry requirements.
* Verifies the accuracy of insurance company records.
* Assists with client questions regarding licensing and appointment status by responding to telephone, online, and written inquiries.
* Troubleshoots technical problems and proactively researches resolutions.
* Works closely with our Territory Sales Managers and Agency Services Manager.
* Provides training, technical guidance, information, procedural advice, and mentorship to team members.
* Assists with Quality Assurance as directed and outlined by the manager.
* Resolves escalated issues, including escalated phone calls.
* Documents departmental procedures and updates of procedural changes
* Coordinates team effort to ensure compliance with company goals, including managing workflow, call volume, and coordinating staff efforts.
* Monitors' calls and workflow to ensure all service requests are managed within departmental service standards.
* Advises management and makes recommendations when departmental service standards are not met.
* Prepare service reports as scheduled or requested.
* Communicate with co-workers, management, clients, vendors, and others as needed in a courteous and professional manner.
* Promote awareness and engagement as we focus on strengthening our partnerships with our internal business partners.
* Maintains the integrity of the company and products offered by complying with federal and state regulations as well as company policies and procedures.
* May handle special projects and perform other duties and responsibilities as assigned.
Job Qualifications:
* Bachelor's Degree preferred. Applicable experience may substitute for some of the education requirements.
* 1-3 years in similar role or as an Agency Services Specialist &/or Senior Agency Services Specialist
* Experience in the property and casualty insurance market preferred
* Ability to use discretion, critical thinking, and independent judgement to resolve issues and improve processes.
* Ability to successfully multi-task.
General Information:
All employees must pass a pre-employment background check. Other checks may be needed based on position: driving history, credit report, etc. The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and the usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Heritage Insurance Holdings, Inc. is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.