Business Support Specialist

The Business Support Specialist plays a key role in delivering high quality service experience to both internal and external partners. This role supports the growth and efficiency of the agency by managing client service tasks, coordinating operational needs, and partnering closely with sales, service, and operations teams. The Business Support Specialist contributes to agency success through responsive support, strong attention to detail, and a collaborative, solution-oriented approach. Ideal candidates bring experience in a fast-paced environment, preferably within sales support or client service, and a desire to build a long-term career in the insurance brokerage industry.

Responsibilities & What You’ll Be Doing

• Access and navigate carrier websites to obtain policy documents, order loss runs, and research billing inquiries.
• Scan, copy, collate, and format documents and information as needed.
• Issue, print, and mail certificates of insurance.
• Update and maintain client information in the agency management system.
• Support Account Managers with designated steps in the renewal process for certain policy types.
• Support M &A integration tasks around carrier appointments and other assigned tasks. 
• Create and format letters and other correspondence using appropriate business tools.
• Review basic insurance policies to help resolve policy-checking discrepancies.
• Utilize the agency management system for daily activities, documentation, and assigned tasks.
• Participate in internal training sessions as well as carrier system training.
• Review, update, and help develop processes and workflows as needed.
• Ensure compliance with agency processes, confidentiality standards, and quality metrics. 
• Work on projects and other work as assigned.
• Engage in ongoing professional development through internal learning      and training.
• Proficient in MS Office, tools and standard office applications. 
• Proficiency in AI tools (Copilot, ChatGPT, etc.) to aid work and efficiency. 
• Demonstrate alignment with our purpose, values, and culture. 

Qualifications, Knowledge, Skills & Abilities, You’ll Bring

• Minimum of one year of client-facing and/or customer service experience, prior insurance experience preferred.
• Bachelor’s degree preferred, high school diploma required. 
• Experience following structured procedures and workflows with a focus on client experience.
• Ability to communicate clearly in all forms of communication with ability to adjust style based on audience. 
• Ability to build positive working relationships and contribute effectively in a team environment.
• Commitment to continuous process improvement and team development.
• Effective client service skills with the ability to leverage resources to meet internal and external needs.
• Strong organizational skills and attention to detail.
• Ability to plan, prioritize, and manage multiple responsibilities while meeting deadlines.
• Experience and proficiency with MS Office tools (Word, Excel, etc.) and adaptive with AI and emerging tools and technologies. 
• Ability to learn and utilize agency management systems.
• Flexibility and willingness to take on additional work and projects assigned.
• Ability to work independently on assigned work and collaboratively in a fast-paced environment.
• Ensure compliance with agency processes, confidentiality standards, and quality metrics. 
• Curious, solution-oriented thinker who proactively identifies opportunities for clients and improvements.
• Committed to continuous learning and professional development.
• Self-motivated, strong work ethic, adaptable, stress tolerance to overcome hurdles.
• Team player who consistently defaults to good. 

General Working Conditions

• Dynamic environment with frequent communication via phone, video, and in-person.
• Ability to view computer monitors for extended periods of time.
• Culture rooted in collaboration, integrity, trust, respect, creativity, and fun.

Smith Brothers Insurance is a Top 100 National Broker with over 50 years of being independently operated. Our culture is rooted in our Helping Others purpose built on values and standards to deliver for our clients and each other. Learn more at www.smithbrothersusa.com. 

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. Duties, responsibilities, and activities may change at any time with or without notice, based on business needs. This description does not constitute a contract of employment, and we reserve the right to revise the job description and/or require other tasks be performed as circumstances change.