Agency Support Supervisor

## Job Summary **Title:** Agency Support Supervisor **You'll Report To:** AVP of Customer Experience The Agency Support Supervisor is responsible for leading the Agency Support team and overseeing the administrative processes that support the onboarding, servicing, and ongoing operational needs of the company's independent agency partners. This role ensures agencies are accurately credentialed, licensed, and activated within company systems while providing responsive operational support throughout the agency lifecycle. The Supervisor partners closely with Sales, Training, Marketing, Accounting, Underwriting, and Customer Experience teams to deliver a seamless agency experience. The Agency Support Supervisor serves as the operational leader for agency setup processes, including workflow management within Salesforce, Guidewire InsuranceNow, and Sircon Producer Central. This leader drives service excellence, operational efficiency, and strong agency relationships while ensuring compliance with regulatory requirements and internal controls. ## Responsibilities **Agency Support Leadership** - Lead, coach, and develop a team of Agency Support Specialists responsible for administrative support activities related to agency setup, maintenance and servicing. - Establish clear performance goals and service expectations aligned with company objectives. - Monitor team productivity, service levels, quality standards, and agency satisfaction metrics. - Conduct coaching sessions, and career development planning. - Establish and cultivate strong relationships with Sales, Marketing, and Training teams. - Serve as the escalation point for complex administrative issues, system challenges, and workflow concerns. - Foster a culture of accountability, collaboration, responsiveness, and continuous improvement. **New Agent Onboarding & Agency Lifecycle Management** - Oversee the daily activities of the Agency Support Team related to new agent onboarding, which include: - Coordinate administrative activities for new agency appointments, licensing verification, contract execution, and system access, ensuring required information and documentation are accurately collected, reviewed and processed. - Facilitate agency setup and maintenance within: - Sircon Producer Central - Salesforce - Guidewire InsuranceNow - Process agency appointments, licensing updates, system access requests, and account maintenance activities in accordance with company procedures and regulatory requirements. - Partner with Sales and Training teams to support agency onboarding milestones while ensuring administrative requirements are completed accurately and timely. - Monitor onboarding workflows, identify processing delays or missing information, and coordinate resolution with appropriate business partners. - Maintain accurate agency records and ensure data integrity across applicable systems. - Support ongoing agency lifecycle activities including updates, changes, terminations, and administrative requests. **Agency Relationship Management** - Oversee the team in providing operational support for agency inquiries related to: - Licensing and appointments - System access - Agency information updates - Commission-related questions - Billing-related inquiries - Policy administration system - Ensure requests are handled accurately and within established service-level expectations. - Manage workflow queues and workload distribution to ensure timely resolution of agency requests. - Partner with Sales, Billing, Underwriting, Customer Service, and other internal teams to coordinate issue resolution. - Maintain professional and responsive communication with agency partners regarding administrative requests. **System Administration** - Act as the business lead for agency licensing and appointment processes utilizing Sircon Producer Center. - Coordinate appointment requests, renewals, and terminations. - Monitor licensing status and documentation requirements to support regulatory compliance…