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Agency Support Technician II

4 months ago

Jacksonville, United States Brightway Insurance Full time
Job DescriptionJob Description

About Brightway:

Established in 2008, Brightway has grown to become one of the largest privately-owned property/casualty insurance distribution companies in the U.S. with more than 350 agencies in 38 states and more than $1.2 billion in annual premiums.

Brightway is a purpose and core value-driven organization. We provide a blueprint for a future-proofed life. Through our successful model, agency owners focus on protecting their clients’ most important assets through consultation, curated choice, and confidence.

While Brightway focuses on our agency owners through back office, marketing support, and constant learning and development. Additionally, Brightway builds, integrates, and launches best-in-class and proprietary technology to help our agency owners better connect with clients to deepen relationships and drive success.

About this Role:

The Agency Support Technician II will play a pivotal role in supporting Brightway’s systems and infrastructures, demonstrating a comprehensive range of skills and abilities. Through both phone and email communications, you will engage directly with Agency Owners and their staff, ensuring a smooth operational flow. You will be instrumental in guiding new agencies to a successful launch with Brightway by managing their integration through a well-defined support process in collaboration with our Agency Sales Manager. As a crucial member of our team, you will be actively involved in the planning and development of business and strategic initiatives, positioning you at the forefront of the company’s growth and innovation.

Job Responsibilities

  • Working with all departments to provide the most up to date information possible for agents including processing inbound and outbound inquiries
  • Assist agency owners by introducing and providing education on various processes, procedures, and vendors
  • Meet and maintain team KPIs as set forth by leadership such as average hold times, contact resolution rate, quality score, response time, and resolution rates
  • Maintain KACE Ticketing adherence by appropriately following ticket building and follow up SOPs for all inbound and outbound work completed
  • Maintaining a shared Agency Support Outlook inbox for all inquiries submitted by franchisees and their staff
  • Cultivating positive interpersonal relationships with franchisees and their staff
  • Proactively identifying process improvements to make everyday support more efficient and effective
  • Maintain processes and procedures documents for the department including Agency Support and Agency Sales Manager’s internal documentation, updating as new processes or changes are introduced
  • Provide support through documentation or information gathering via Power BI and other data sources to the Agency Sales Manager’s as it relates to Agency sales, Agency retention, and Agency prospect sourcing.
  • May act as a mentor or coach for existing Agency Support Technician I team
  • Supporting Home Office Teams in relation to franchisees and their staff needs

Education and Experience

This position requires a high school diploma, with 2-4 years’ experience in customer support, technical help desk, or sales. Preferred experience includes 2+ years working within the personal lines property and casualty insurance space, prior experience working within other Agency Owners and managers in B2B sales, and/or some college or pursing insurance specific continuing education of coursework

Skills, Licenses, Certifications

  • 220 or state equivalent insurance license preferred
  • Strong customer focus and ability to manage customer expectations/build relationships
  • Excellent written and verbal communication skills
  • Ability to develop professional, clear and concise written communications
  • Self-discipline for performing quality work; self-starter
  • Ability to prioritize workload and consistently meet deadlines; good time management skills.
  • Ability to blend creative problem solving and technical skills to sustain successful customer relationships
  • Ability to handle complex requests
  • Ability to perform work with a high degree of accuracy; exceptional attention to detail
  • Strong customer service mindset; a desire and ability to deliver service that provides a high level of satisfaction
  • Strong independent judgment and decision making skills are required
  • Ability to develop a strong understanding of Brightway systems
  • Ability to learn, embrace and put into practice new concepts and skills is required
  • Superior ability to manage own time, activities and resources; models behavior for others
  • Team player; must be able to contribute to the team and rely on others to achieve objectives

Now is the time join Brightway. You can make your mark here. Contribute to our momentum by helping build our next gen tech ecosystem to help power our agency owners’ success. Our culture is driven by our core values, appetite to grow and excitement to collaborate and see our hard work pay off.

Team members at Brightway enjoy:

  • Competitive salaries (based on research)
  • Paid Time Off
  • Medical/Dental/Life/Disability Insurance
  • 401(k) plan with up to a 4% company-match
  • Tuition reimbursement (regardless of course of study)
  • Recognition for living our core values

Help us be the brighter way to do insurance