Penn National Insurance has an incredible opportunity to join our world-class team as an Agency Support Specialist! This is a hybrid position reporting to the Harrisburg Home Office. The Agency Support Specialist supports the Field Operations/Distribution Division by coordinating Agency and Producer licensing, appointments, contracting, and compensation activities for Penn National Insurance and affiliated companies. Reviews and prioritizes agency support requests from field offices and agents, assigns to Agency Support staff, and directs their processing activities, to achieve quality and service objectives. Supports Manager of Agency Support with calculation and payment of agency compensation programs, including standard commission, profit sharing, and special incentives and Agency Support systems. COMPETENCIES AND ESSENTIAL DUTIES OF THE AGENCY SUPPORT SPECIALIST Business Acumen Agency Licensing and Contracting Procedures Trains and guides Agency Support Technician and other personnel involved in agency support activities. Provides guidance, direction and training to staff members who can’t resolve problems independently. Segmentation Coordinates annual segmentation upgrade/downgrade notification process including updates to reflect new Segmentation Tier in VUE. Agency Support Systems Support Assists and responds to problems with automated Agency Support systems, including current and legacy agency databases, and commission and profit-sharing calculation and payment systems. Provides training and assistance to staff on new and enhanced systems, workflows, and processes. Negotiation Agency Compensation and Incentive Management Prepares contracts for common special incentive scenarios Results Oriented Agency Licensing and Contracting Procedures Maintains a strong knowledge of agency licensing laws and ensures company compliance with same. Produces written documentation, job aids, procedures, workflows, user manuals, training guides, presentation as needed for agency support procedures. Agency Support Workflow Management Reports status of agency support activities to Manager of Agency Support. Supports Manager of Agency Support in providing data as needed to support the company’s participation in outside benchmarking surveys and audits. Time & Priority Management Agency Licensing and Contracting Procedures Establishes workflows and procedures for agency support tasks such as new agency appointments, producer appointments, mergers and acquisitions and updates to existing agency data. Agency Support Workflow Management Monitors incoming agency support requests from field offices and agencies. Prioritizes and assigns to appropriate agency support staff. Monitors status and follows up on outstanding items. Agency Support Systems Support Assists in the prioritization of system development, fixes, and enhancements. Support internal audits and MAR Compliance audits Decision Making Agency Licensing and Contracting Procedures Researches and recommends a position on complex licensing and appointment questions. Develops, and communicates procedures for maintaining the company’s electronic agency files. Conducts periodic file audits to assess compliance with the company’s agency file procedures, and provides feedback and training as needed. Agency Support Systems Support Works with IT to identify the cause of problems and assists in developing solutions. Identifies and recommends enhancements to systems as necessary. Documents business requirements, develops test plans, and coordinates testing. Agency Compensation and Incentive Management Implements and administers process for calculating agency compensation amounts and makes payments as appropriate. Supports Manager of Agency Support in creating forecasts for agency compensation expense. Acquires competitive intelligence and benchmarking data on the agency compensation practices of our peers and performs a comparative analysis with our practices. In absence of the Manager of Agency Support, may be called upon to respond to urgent requests, attend and facilitate meetings, and provide general direction to department data entry staff. Performs various projects requested or assigned by the Manager of Agency Support. CORPORATE CORE COMPETENCIES OF THE AGENCY SUPPORT SPECIALIST Effectively Communicates and Connects Communicates and negotiates effectively with peers regarding work outcomes. Influences by making a strong case, bringing other people on the team to understand the presented viewpoint. Provides feedback and is clear when disagreeing with an approach; offers suggestions for improvement. Attentively listens and asks clarifying questions and paraphrases to enhance understanding. Builds and nurtures positive relationships within the workplace. Customer Focused Identifies explicit and implied customer needs. Asks probing questions to fully understand business requirements. Develops positive relationships with customers by meeting their needs as well as incorporating their feedback. Responds quickly and acts with high quality solutions that address needs and improve overall customer experience. Owns resolution of customer experience outcome. Talent Development Mindset Discusses technical and professional development with peers to gain suggestions for further development. Actively seeks and acts on opportunities to recognize peers for high performance. Stays alert to identify learning opportunities for self. Demonstrates Adaptability Contributes to progressive thinking within the team by posing questions that challenge traditional methods or processes. Proposes ideas and suggests new approaches to tackling own work tasks and issues in a better way to drive organization success. Participate in and actively support change initiatives and provide ideas to promote their success. Recognizes and manages an ambiguous work environment. Demonstrates flexibility in generating alternative solutions and recommendations. Demonstrates Accountability Applies judgment in making decisions about own work and takes responsibility for actions. Demonstrates reliability by producing steady work results and delivering on commitments to team members on time. Takes responsibility for regularly seeking and applying feedback and actively learning from errors and setbacks. Understands the mission of the organization. SPECIAL RELATIONSHIPS FOR THE AGENCY SUPPORT SPECIALIST Internally: Penn National employees including those within business and technical units, line and staff operations, and executives Externally: agents Direct contact with both internal and external resources: Ability to interact with all levels of authority within the organization. Ability to be sensitive and effective in both listening and communicating with end users. Direct and coordinate the activities of others within a designated project or team Ability and availability to travel occasionally for projects or assignments (i.e. conduct training, provide support, attend conferences) QUALIFICATIONS FOR THE AGENCY SUPPORT SPECIALIST Education/Credentials High School diploma or GED required; Associate degree or equivalent preferred Continuing education in insurance related courses preferred Experience Minimum of 3 years’ experience in a business environment, in a technical, insurance, or analytical role preferred. Insurance industry preferred Technical/Professional Knowledge Good team-building skills Good leadership skills Good analytical skills Good customer service skills Good communication skills, both oral and written Basic training skills Good interpersonal skills Good math skills Knowledge of the P&C independent agency licensing, appointment, and contracting laws and procedures Thorough knowledge of various processing systems and numerous other applications used to perform daily tasks Good problem-solving and conflict management skills Good PC skills, with an emphasis on Microsoft Office Suite Good time management skills, with the ability to prioritize work Good planning and organization skills JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act) This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment. Must be able to see and effectively use a computer monitor. Must be able to operate a computer, keyboard and applicable printers and other general office equipment. Must be able to access and enter information accurately using automated systems. Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients. Must be able to present information to individuals and groups. Must be able to interpret and apply concepts that may or may not be based upon established guidelines. Must be able to maintain acceptable attendance and adhere to scheduled work hours. Must have a valid driver’s license and be able to operate a motor vehicle. Must be able to travel, with overnight stays required.