Agent Services Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage updates to agent demographics and profiles, including changes to contact information, Broker Identification Numbers (BIN), hierarchy adjustments, and other maintenance of agent records.

• Ensure the accuracy and integrity of agent and agency data across internal administrative systems.

• Take ownership of cases from beginning to end — overseeing the process from intake to resolution — and guarantee timely and precise completion of all agent transactions.

• Assess onboarding documentation for agents and agencies to confirm compliance; collaborate directly with agents and back offices to address any items that are not in good order (NIGO).

• Offer support for licensing — responding to inquiries, confirming licensing requirements, and assisting agents with state-specific obligations.

• Handle state appointments, renewals, and terminations in alignment with the regulatory requirements of each state.

• Assist with block transfers, which involve coordination among agencies, verification of documents, and precise updates in systems.

• Acquire, retain, and continuously enhance understanding of Delaware Life's annuity products, internal procedures, and the financial industry regulations that apply to this role.

• Engage in initiatives for process improvement and collaborate across functions within Sales Operations.

⛳️ Requirements

• A bachelor’s degree in a relevant field, or a suitable combination of education and experience.

• Over 3 years of experience in operations, customer service, or transaction processing (or a combination of these areas).

• Proven ability to communicate effectively — both in writing and verbally — with internal teams and external partners, including agents, agencies, and back offices.

• Strong critical thinking and problem-solving abilities, capable of researching issues, articulating findings, and driving resolutions.

• Exceptional attention to detail in all aspects of work, with comfort in handling high-volume, high-accuracy transactional tasks.

• Demonstrated capability to succeed in a dynamic, fast-paced environment that frequently changes, accompanied by a flexible mindset and a positive demeanor.

• Excellent collaboration skills — able to work effectively with colleagues, cross-functional partners, and external stakeholders.

🏝️ Benefits

• Employees (and their families) can take part in the Company’s extensive health, dental, and vision insurance plan options.

• Employees are also eligible for Basic and Supplemental Life Insurance, as well as Short and Long-Term Disability coverage.

• All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness initiatives—no enrollment is required.

• Employees may participate in the Company’s 401K plan, which includes matching contributions from the Company.