Agent Services Supervisor

Overview: The Agent Services department is responsible for delivering exceptional support to Americo's appointed agents and producers through licensing and appointments, contracting, commissions, policy service, and agent support functions. The Agent Services Supervisor is a hands-on leadership role responsible for the day-to-day performance, development, and success of the Agent Services team. This player/coach position leads by example, actively supporting agent service functions alongside the team during peak workloads, staffing gaps, or service-level challenges while providing coaching, guidance, and operational oversight. This role serves as the closest leadership presence to the team and plays a key role in maintaining service quality, accountability, and operational excellence.

Key Responsibilities: Lead, coach, and support a team of Agent Services Representatives in achieving performance, quality, and service goals. Provide regular coaching, recognition, performance feedback, and corrective action conversations as needed. Coordinate daily team assignments, workload distribution, and coverage to ensure service commitments are met. Actively perform agent service work, including licensing and appointments, contracting, commissions, and policy service transactions during high-volume periods or staffing shortages. Monitor workflow queues and turnaround times, adjusting resources and priorities to maintain service standards. Serve as the first point of escalation for complex or sensitive agent inquiries. Review representative work for quality, accuracy, compliance, and adherence to department procedures. Analyze department reports and performance trends to identify improvement opportunities and support decision-making. Support onboarding, training, and development of new team members. Participate in candidate interviews and provide input on hiring decisions. Assist with department projects, process improvements, system testing, and operational initiatives. Communicate process updates, team priorities, and service expectations clearly and effectively. Partner with leadership on workforce planning, scheduling, and operational needs. Foster a collaborative, positive, and accountable team culture focused on delivering outstanding service to agents.

Required Qualifications: High school diploma or equivalent required; additional education or equivalent leadership experience preferred. Two or more years of customer service, contact center, or agent/producer support experience. Demonstrated success as an individual contributor in a service-focused environment. Previous team lead, senior representative, or informal leadership experience strongly preferred. Ability to interpret reports and use data to guide team performance and decision-making. Strong coaching, accountability, and performance management skills. Ability to conduct interviews and contribute to hiring decisions. Strong problem-solving skills and sound judgment when handling escalated situations. Comfortable balancing direct service responsibilities with leadership responsibilities. Proficiency with Microsoft Office and the ability to navigate multiple systems simultaneously.

Preferred Qualifications: Experience within insurance, financial services, or another highly regulated industry. Experience supporting insurance agents and producers. Knowledge of licensing, appointments, contracting, commissions, or policy service processes. Experience working with performance metrics, quality monitoring, and service-level management. Previous onboarding, training, or mentoring experience. Experience assisting with user acceptance testing (UAT) or system implementations.

About Us: Americo: We're in this for life! The roots of the Americo family of companies date back more than 100 years. Americo is a life insurance and annuity company providing innovative products to our customers. At Americo, it's the people who make things work, so we hope you join us! What You'll Love About Working at Americo:

Compensation: Our competitive pay, weekly payroll schedule, and robust bonus program offered to all associates help you feel rewarded and valued for your contributions. Learning and Development: We prepare you for success with comprehensive training and ongoing development opportunities. Our Talent Development team supports associates at every stage of their careers. Work-Life Balance: We support work-life balance through generous paid time off, paid company holidays, maternity leave, parental leave, and company-paid disability programs. Health and Well-Being: Associates have access to comprehensive medical, dental, and vision coverage, HSA and FSA options, an Employee Assistance Program, wellness resources, and a company-sponsored wellness program. Future Planning: Americo offers a 401(k) plan with company matching, along with tuition reimbursement programs to support continued education and career growth. Giving Back: We proudly support numerous community organizations through volunteerism, fundraising efforts, and company-sponsored outreach initiatives.

Supportive Work Environment: This position is based at our St. Joseph office campus in a collaborative, in-office environment designed to support associate development, leadership accessibility, teamwork, and operational excellence. Why Join Americo? The best leaders never lose touch with the work. As an Agent Services Supervisor, you'll have the opportunity to develop your leadership career while remaining closely connected to the agent support experience that drives our success. If you're passionate about service, enjoy helping others succeed, and are ready to take the next step in your career, we'd love to hear from you.