Agency Support Specialist

Branch is on a mission to make insurance less expensive, so more people can be covered. We innovate using data, tech, and automation to simplify insurance from start to finish—we eliminated inaccurate quotes in favor of real prices, created a better way to bundle, and cut unnecessary costs in the traditional insurance process. Then we pass those savings along to our members. Basically, we’re doing insurance the way it was meant to be. But we didn’t just create the insurance we’ve always wanted, we also created the company we’ve always wanted to work for. As we redefine insurance, we also want to redefine what it means to work in insurance. Find out for yourself. Branch has a preference for candidates in Ohio, but is open to candidates located in AL, AZ, CT, FL, GA, ID, IL, IN, IA, KS, KY, LA, MD, MA, MI, MN, MS. MO, NE, NV, NJ, NC, ND, OH, OK, PA, SC, SD, TN, TX, UT, VA, and WI. Branch is remote first, with most Branchers choosing to work from home. Our headquarters are located in Columbus, Ohio, where we come together from time to time to build relationships and connect with each other in real life. Once a year, the entire company gathers for “BranchFest”, a highlight of the year for many Branchers. BRANCH'S AGENCY SUPPORT TEAM Our Agency Support Team is committed to make it effortless for Branch's Independent Agents to manage their clientele through assistance via Phone, Chat, and Email. Our Agency Support team lives into Branch's "Roots", embracing our culture and focusing on the importance of getting our agents' backs. Through listening, problem solving, providing guidance for Independent Agents to properly protect themselves through bundling and coverage counseling, as well as setting expectations on any follow-up items, our team works hard to create a lasting positive experience for all Branch agents. Key Responsibilities - Provide prompt, easy-to-understand support to independent agents via inbound and outbound calls, chat, and email. - Resolve standard servicing, billing, and technical questions using established workflows and tools. - Accurately interpret policy language and escalate risk or underwriting concerns as needed. - Master the use of support systems (e.g., Staff, billing platforms) to complete agent requests efficiently. - Proactively surface feedback and insights to improve the agent experience and internal workflows. - Work collaboratively in a fast-paced, team-based environment while maintaining schedule and documentation standards. Skills, Knowledge, and Expertise - Current Property & Casualty license required. - A High School diploma or GED required. - 1-3 years of previous Customer Service experience required. - Ability to prioritize and multitask, including navigating through multiple business applications. - Self-driven and thrives in a remote environment. - Strong interpersonal and communication skills. - Tenacious problem solver. - Experience in a fast-paced contact center environment preferred. - Excellent communication skills that reflect an ability to present and receive. feedback in a positive way. - Working knowledge of Google products, remote collaboration tools (Zoom/Slack). - Follow call flow, and a structured chat flow, to ensure efficient and engaging conversations. - Strong desire to connect with people and a track record of strong relationships. Why join us at Branch? We’re all about getting back to getting each other’s back—that means Branchers, too. So we provide benefits that let you work and live to your fullest. - Above-market salary—Branch is a data-driven company, so we do the math on salaries, too. If you get an offer from Branch, you can expect compensation that hits above the mark. - Pay equity and transparency—Our pay isn’t just above market, it’s equitable. We let experience and performance drive your success, never your gender, race, orientation, or beliefs. - Remote-first (with perks)—Work from where you’re most comfortable. We’ll take care of your work from home set-up an