Agent Services Representative

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Why This Role Matters:

The Agent Services Representative is responsible for the accurate and timely processing of agent- and agency-related documentation in support of Delaware Life's operations. Sitting within the Sales Operations team, this role serves as a critical operational partner to agents, agencies, back offices, and internal stakeholders — ensuring agent records, licensing, and appointments are maintained in good order across the agent lifecycle.

The ideal candidate is a detail-driven critical thinker who thrives in a dynamic, regulation-heavy environment, communicates clearly, and brings a positive, collaborative attitude to a team that frequently navigates change. The individual must demonstrate exceptional attention to detail, strong organizational skills, and the ability to manage multiple priorities in a fast-paced financial services environment.

How You'll Contribute:

Agent Management & Maintenance

• Process agent demographic and profile changes, including contact information updates, BIN (Broker Identification Number) updates, hierarchy changes, and other agent record maintenance.

• Maintain the integrity of agent and agency data across internal administrative platforms.

• Own cases end-to-end — from intake through resolution — ensuring timely, accurate completion of all agent transactions.

Onboarding & Licensing Support

• Review agent and agency onboarding paperwork to determine whether it is in good order; partner directly with agents and back offices to resolve any not-in-good-order (NIGO) items.

• Provide licensing support — answering inquiries, validating licensing requirements, and helping agents navigate state-specific obligations.

• Support the NIGO team as needed, helping clear backlog and resolve complex documentation issues.

State Appointments & Lifecycle Events

• Process state appointments, renewals, and terminations in accordance with each state's regulatory requirements.

• Support block transfers, including coordination across agencies, validation of paperwork, and accurate system updates.

Operational Excellence & Compliance

• Learn, retain, and continuously update knowledge of Delaware Life's annuity products, internal processes, and the financial industry rules and regulations that govern this work.

• Contribute to process improvement initiatives and cross-functional efforts within Sales Operations.

• Conduct quality assurance for agency onboarding and management to ensure information is processed accurately.

• Manage and resolve Agency escalations as needed

• Assist with special projects as needed.

What We're Looking For:

• Bachelor's degree in a related field, or equivalent combination of education and experience.

• 3+ years of operations, customer service, or transaction-processing experience (or a combination of the three).

• Demonstrated ability to communicate effectively — both written and verbal — with internal teams and external partners (agents, agencies, back offices).

• Strong critical thinking and problem-solving skills, with the ability to research, articulate findings, and drive issues to resolution.

• Exceptional attention to detail across every aspect of the work; comfort with high-volume, high-accuracy transactional processing.

• Proven ability to thrive in a fast-paced environment that experiences frequent change, with a flexible mindset and positive attitude.

• Strong collaboration skills — works well with peers, cross-functional partners, and external stakeholders.

Preferred Qualifications

• Working knowledge of the annuity market, with specific exposure to fixed, fixed indexed, and variable annuities.

• Prior experience in insurance or financial services operations, particularly in agent/producer services, licensing, or appointments.

• Familiarity with state insurance department processes (appointments, renewals, terminations) and producer licensing.

Compensation:

Our compensation reflects the cost of labor ac