UPC INSURANCE Agency Support Assistant Salary in the United States

Overview

Summary of Position:

Sales & Agency Support Assistant provides exceptional customer service and performs administrative duties and support required for UPC agents and UPC Sales Representatives. Tasks include processing agency appointments, sending contracts, updating agency and contact information, and processing buy/sells. The Sales & Agency Support Assistant is responsible for agency and agent state licensing, renewals, and terminations. Responsibilities may also include other tasks, such as processing LexisNexis requests, IVANS downloads, merchandising order fulfilment, and assisting in other marketing projects. The Sales & Agency Support Assistant regularly communicates with our agents, vendors, and the UPC teams.

Organizational Relationships:

The Sales & Agency Support Assistant is a member of the UPC Marketing Operations team, reports directly to the Vice President of Marketing, and works with UPC teams, including sales, marketing, underwriting, product management, and claims.

Responsibilities

Job Responsibilities: 

• Agent Onboarding – processes agency and agent set ups on relevant quoting platforms and other systems, including Salesforce. Prepares and sends contracts and other appointment documentation. Follows up in a timely manner, and ensures all documents are accurately completed.
• Agency Updates – processes agency updates. Ensures agency information, appointment, licensing, and other data is accurate in all systems.
• Processing Buy/Sells – processes agency buy/sells, ensuring all systems are accurately updated, and completed documents are attached to Salesforce records.
• Customer Service – provides exceptional customer service support to UPC agents via phone and email, and works with vendors and UPC teams to ensure agent questions are answered and requests are addressed.
• Books of Business – processes agent requests for books of business.
• Loss Runs – processes agent and policyholder requests for loss runs.
• LexisNexis - processes requests and updates, and follows up to make sure all requests are processed expediently.
• State Licensing – processes and tracks agency and agent state licensing, including new appointments, renewals, and terminations.
• Merchandising – provides support processing merchandise orders and shipping requests.
• Sales Support – communicates with UPC Sales Representatives, and provides support as requested, including merchandising order processing and shipping, agency onboarding and updates, and agent communications.
• Performs other administrative duties required for agents within a specific state or segment.
• Updates or provides information to update departmental procedures.
• Performs other related duties as assigned by Management.

Qualifications

Qualifications:

Insurance background is required, agency or carrier side. P&C experience is especially desirable. Proficiency in the use of Microsoft Suite, especially Excel. Knowledge of Salesforce and Marketing Automation platforms a plus, but not required.

Education and/or Experience:

Associate degree or bachelor’s degree preferred, or demonstrated experience with at least 1-3 years in a similar position.

Certificates/Licensure:  CSR or Agent license a plus, but not required.

Competencies:

To perform the job successfully, an individual should demonstrate the following behaviors:

• Administrative Skills: Possesses ability to organize and follow-through on multiple tasks, recognizes and attends to important details with accuracy and efficiency, and effectively prioritizes work. Works to complete tasks, anticipates potential problems, and analyzes alternative solutions.
• Customer Orientation: Sensitive and responsive to internal and external customer needs; demonstrates skills in customer service and satisfaction; maintains a positive attitude, willing to listen to customer problems and seeks solutions; stays in tune with changing needs of customers.
• Interpersonal Style: (Interpersonal Skills, Communication, Teamwork); Develops/ maintains effective working relationships; listens attentively to others; communicates ideas clearly and appropriately (written and verbal); relates to people in an open/sincere manner; participates effectively in meetings. Able to maintain calm and reliable demeanor in the face of challenges.
• Motivation/Initiative: Motivated and curious, willing to ask questions, researches issues and takes on new projects/assignments; brings new ideas to the table. 
• Self-Management: (Adaptability/Flexibility, Stress Tolerance, Autonomy); adapts well to changes in routine; works effectively in stressful situations; is comfortable working in a fast-paced environment; is reliable and dependable; maintains productivity and composure under pressure; views problems as opportunities to create solutions.
• Thinking Skills: Gathers sufficient information and input to diagnose problems and before making decisions; obtains information to determine sources of problems, identifies information needed to solve problems and analyzes alternative solutions.

Physical Requirements:  Professional appearance, good hearing and speaking skills are required since telephone contact with the company’s customers and vendors is frequent and extensive.

Skills Required:

• An exceptional attention to detail and accuracy in making updates across multiple systems is the most important skill necessary for the effective performance of this position’s functions. Additional skills include the ability to follow extensive procedures, and work with a variety of tasks to ensure comprehensive updates are completed in a timely manner. 
• The ability to prioritize and organize responsibilities, and an unwavering commitment to providing exceptional customer service are also critical to this position. 
• A strong team player with excellent verbal and written communication skills. Action oriented, persistent, delivering high-quality results, while working independently with some direction.

Equipment Used:  Computers, scanners, telephones.

Note:  This description is an outline of the major recurring responsibilities of the job. It is not intended to be all-inclusive of the work performed. Other related job objectives, special assignments, and less significant responsibilities will typically be performed as well.