Agency Support Specialist

📋 Description

• • Be the human connection behind Branch’s mission to make insurance less expensive and more accessible. As an Agency Support Specialist you will serve as the first—and often only—voice an Independent Agent hears when they need help. Every interaction you handle—whether a 90-second chat, a 15-minute policy change call, or a complex billing investigation—directly shapes how thousands of agents feel about Branch and, by extension, how confidently they sell our products to their clients.
• • Own the end-to-end servicing experience for Independent Agents across the country. You will field inbound calls, place outbound follow-ups, answer real-time chats, and craft concise, friendly emails. Your goal is simple: make it effortless for agents to manage their books of business so they can spend more time selling and less time troubleshooting.
• • Become the go-to expert on billing, technical, and underwriting questions. You will master our policy management system, CRM, and rating engine so you can quote mid-term changes, explain premium fluctuations, and walk agents through coverage counseling in plain language. When an edge-case scenario lands on your desk, you will dig into policy language, consult with underwriters, and return with a crystal-clear answer.
• • Multitask like a pro in a 100 % remote environment. On any given day you may toggle between a live chat, an escalated email thread, and a Zoom screen-share with an agent who needs help bundling home and auto policies. You will navigate multiple business applications without missing a beat while maintaining the warm, consultative tone that sets Branch apart.
• • Champion continuous improvement. After every interaction you will tag trends, surface pain points, and share actionable feedback with Product, Engineering, and Underwriting. Your frontline insights will directly influence roadmap priorities—from a new billing alert to a simplified endorsement flow—so future agents never hit the same roadblock.
• • Live Branch’s “Roots” culture daily. That means picking up the phone instead of hiding behind a ticket queue, assuming positive intent, and treating every agent like a teammate. You will also embrace social responsibility by ensuring every recommendation meets legal, economic, and ethical standards.
• • Collaborate in a fast-paced, feedback-rich team. You will participate in daily huddles, weekly calibration sessions, and monthly “voice of the agent” reviews. When a teammate is swamped, you will jump in to help; when you need support, you will feel safe asking for it. Together you will keep our service level agreements—and spirits—sky-high.
• • Grow your career at the speed of Branch. We promote from within, and mastery of this role is the most common launchpad into Team Lead, Training, Underwriting, and Product roles. If you crave variety, you can cross-train in sales support or claims advocacy. Your development plan will be as personalized as the service you deliver.
• • Celebrate wins and milestones. Whether it’s a glowing agent survey, a process you helped streamline, or simply surviving a record Monday, we shout it out in Slack, during stand-up, and at BranchFest—our annual company-wide gathering in Columbus where we trade screens for smiles, share meals, and recharge for the year ahead.