Agent Support Specialist

Location: Remote, USA (PT and MT time zone)

Department: Support

About First Connect:

First Connect Insurance Services is a digital platform providing independent insurance agents access to top US carriers and the optionality necessary to grow their businesses. Agents can work with over 150 carriers, selling various insurance policies, including home, auto, small business, and more. We’re on a mission to overhaul the technology agents have access to, putting consumer-grade software at their fingertips. We’ve got thousands of active agents with hundreds joining monthly and we plan to accelerate our growth.

The Role:

The Agent Support Specialist is responsible for delivering exceptional support to First Connect insurance agents and partners through various communication channels, including calls, chats, and emails. This role also involves assisting with carrier appointment processing, ensuring agents have a seamless experience. Day-to-day responsibilities include responding to agent inquiries, troubleshooting issues, and facilitating carrier appointment workflows. The Specialist will maintain accurate records, collaborate with internal teams, and ensure timely follow-ups while adhering to service level agreements. Additionally, the role requires staying updated on carrier-specific requirements and proactively identifying opportunities to enhance the agent experience.

What You’ll Do:

• Respond to agent inquiries via calls, live chats, and emails, providing accurate information and timely resolutions
• Review and process carrier appointment requests, ensuring accuracy and compliance with carrier requirements
• Communicate with carrier representatives to clarify discrepancies, resolve issues, and track appointment statuses
• Maintain accurate records of communications and appointment activities in HubSpot CRM
• Collaborate with internal teams to address agent concerns and streamline processes
• Monitor open inquiries to ensure timely follow-ups and proactive issue resolution
• Contribute to support resources, such as FAQs and process guides, to assist agents and improve workflows
• Uphold service excellence by adhering to response time standards and delivering high-quality interactions

What You’ll Bring:

• 5+ years of experience in the insurance industry; experience in insurtech is preferred
• Knowledge of P&C insurance carriers, appetites, and processes
• Insurance license preferred but not required
• Strong experience with databases, reporting, and tracking tools
• Proficiency in MS Office (particularly Excel) and Google Suite
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities in a fast-paced environment

Benefits & Perks:

First Connect treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide our team with:

• Multiple medical plans to choose from and 100% employer-covered dental; vision plans for our team members and their families
• A 401(k) retirement plan, short- and long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)
• Work-From-Home Stipend – Employer-provided WFH equipment and an $85 monthly expense stipend to ensure you’re set up for success
• Equity — This position is eligible for equity compensation
• Training and Career Growth — Training and internal career growth opportunities
• Flexible Time Off — You know when and how you should recharge

The base pay range for the role is $55,000 – $65,000. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, location, business needs, and market demands.

First Connect is an equal-opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.

Applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any First Connect applicant who requires reasonable accommodations during the application process should contact the First Connect People Team to make the need for an accommodation known.