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Agency Services Supervisor in Clearwater, FL at Heritage Insurance

Date Posted: 10/18/2018

Job Snapshot

Job Description

Position Summary:

The Agency Services Supervisor is responsible for leading and supervising the Agency Services Department and First Access Insurance Agency.  This includes managing, training, and hiring of employees to enable agency partnerships with Heritage.  Agency Services is also responsible for licensing and appointments, system access, and training based on collaboration with the Heritage Sales Force.  The Supervisor manages all team activities to achieve the quantitative and qualitative goals of the department.



  • Leadership
    • Manages team effort within the department to ensure compliance with company goals. This includes coordinating resources to meet the workflow, call volume, and staff needs.
    • Selects and hires Agency Services Specialists to fill authorized positions
    • Maintains timekeeping and manages Agency Services Specialist schedules
    • Provides review, feedback, and reinforcement to Agency Services Specialists
  • Troubleshoots technical problems
  • Performs quality assurance
  • Maintains compliance with Heritage’s best practices and contributes to the integrity of the company by complying with federal and state regulations in addition to established policies and procedures


  • Training and Goal Setting
    • Provides training, technical guidance, information, procedural advice, and mentorship to all team members
    • Organizes workflow and ensures that Agency Services Specialists understand their duties and delegated tasks
    • Identifies, recommends, implements, and documents departmental procedures and updates to procedural changes
  • Monitors calls and workflow to ensure all responsibilities are handled within departmental service standards
  • Ensures goals are accomplished and makes corrections when departmental service standards are not met


  • Teamwork
    • Communicates with co-workers, management, vendors, and others in a courteous and professional manner
    • Proactively initiates and participates in various Agency Services-related projects
    • Resolves escalated issues, including escalated phone calls


  • Customer Focus
    • Prepares service reports as scheduled or requested
    • Responds to telephone, online, and written inquiries
  • Assists agents with comments or questions regarding their licensing and appointment status
  • Responds to clients, customers and others related to insurance policy processing
  • Proactively conducts research and negotiates successful resolutions
  • Works closely with Territory Sales Managers
  • Assists with servicing existing clients


Job Requirements


  • Bachelor’s degree or equivalent education and experience
  • 4-40 Licensure preferred
  • One year of experience in leading customer service, office administration, or other supporting insurance operations required
  • Ability to analyze processes and implement efficiencies
  • Experience in the property and casualty insurance market preferred
  • Proficiency with Microsoft Office products and internet research tools required
  • Excellent communication skills and ability to interact on a professional level with internal and external personnel
  • Collaborative partner; ability to contribute to a positive work environment
  • Demonstrated customer service focus / superior customer service skills
  • Results-driven with strong problem-solving and analytical skills
  • Ability to work independently in a fast-paced environment and effectively manage changing priorities
  • Detail-oriented and exceptionally organized