Agency Support Technician

Job Description The Agency Support Technician manages agency licensing and appointment processes across multiple states, ensuring accuracy, compliance, and timely updates in all systems. This role reviews and processes agency appointments, maintains agency data, files and cancels licenses with state departments, and provides support and training to underwriting and field staff. This position also assists with resolving system issues, improving workflows, and maintaining required documentation. Strong attention to detail, organization, and communication skills are essential for success. POSITION COMPETENCIES Attention to Details Quality Orientation Planning & Organizing Positive Approach Applied Learning ESSENTIAL DUTIES AND RESPONSIBILITIES Maintains the company's agency data, including accurate input of data into various systems and databases. Processes invoices related to agency appointments, to include accurately allocating expenses to the correct budget centers and making payments in a timely fashion. Reviews new agency appointment submissions for accuracy and completeness. Maintains job aids and other training materials for the agency and licensing function; and makes changes as needed. Monitors and ensures compliance with state licensing and appointment law. Maintains an in-depth knowledge for state laws regarding licensing, agency appointments and documents, and communicates as required. Responsible for filing all agent license applications with various state insurance departments with the proper filing fee; as well as cancelling agents' licenses with insurance departments when necessary. Researches agency licensing, appointment and contracting law as needed; and summarizes and communicates results as required. Provides training to underwriting office and other personnel in agency licensing and contracting procedures and workflows; and also provides technical support on agency and licensing issues. Maintains physical agency files and ensures that they are organized, complete and periodically purged according to established retention guidelines. Executes workflow for new agency appointments, including data entry and setup with external vendors. Identifying, documenting, and reporting problems with input systems; and assisting in the development of solutions and testing technical repairs. Input and maintenance of all agency contract data into various systems and databases (VUE, ADB, AIS and SIRCON). Provides support to personnel in Underwriting and Field Offices on proper agency contract and licensing requirements. ADDITIONAL RESPONSIBILITIES Leverages others' skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans. Shares important or relevant information and rationale with others; summarizes to check understanding. Assists business analysts in developing agency licensing and appointment workflow and procedures. Coordinates periodic efforts to review agency data, including agency appointment status, and updates appropriately. Puts new knowledge, understanding, or skills to practical use on the job; furthers learning through practice and ongoing feedback. Readily absorbs and comprehends new information and develops skills from formal and informal learning experiences. Administrative and secretarial support in the Marketing, Sales, and Business Development Department as needed. Performs other duties as may be assigned by the Manager, Agency Support. SPECIAL RELATIONSHIPS Interacts regularly with all members of Field Operations and Distribution. Interacts regularly with personnel in the Underwriting Offices regarding agency licensing and contracting issues Interacts with members of the IT Department, as needed, to resolve agency licensing system and database issues Interacts regularly with personnel from the various state licensing departments QUALIFICATIONS Education/Credentials High School Diploma required Continuing education in insurance related courses preferred Experience Minimum of 3 years of experience in a property/casualty processing position, preferably in rating or systems support or an entry-level underwriting position. Technical/Professional Knowledge Demonstrated analytical skills Demonstrated time management skills, with the ability to prioritize work Must be able to work independently Demonstrated planning and organizational skills Demonstrated problem-solving skills Demonstrated attention to detail Good communication skills - both oral and written; with well developed interpersonal skills Advanced PC skills, to include Word, Excel and Access Demonstrated expertise in applicable state statutes and automated systems Basic math skills Basic knowledge of property/casualty insurance industry and operations 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 perform computer-based tasks and access digital information necessary for job duties, including through the use of assistive technologies Must be able to complete computer-based tasks and utilize office equipment as needed to perform essential job functions. Must be able to access and enter information accurately using automated systems. Must be able to communicate effectively with internal and external clients using telephone, electronic, or other communication systems. 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. About Us Why Choose Penn National Insurance? At Penn National Insurance, we're on a mission to help people feel secure and make life better when bad things happen. For over 106 years, we've been a trusted partner to individuals, families and businesses because we are a mutual insurance company where service and support for our policyholders are at the heart of everything we do. We're not just a company-we're a community united by our core mission to "Make Life Better." Here, you'll find a place where your professional growth, success and personal well-being are our top priorities. Your Career Journey: Empowering Your Growth Your career should be more than just a job-it should empower you to feel secure, supported and inspired. At Penn National Insurance, we invest in your growth and celebrate your contributions with a comprehensive and competitive total rewards package. We're committed to supporting your journey and helping you thrive at every stage of your career. Key highlights include: Benefits and Compensation: Generous 401(k) match, graded profit sharing, incentive compensation, and a wide range of benefits to support your financial health, physical well-being and career development. Flexibility: We offer remote and hybrid work options, flexible scheduling and a "dress-for-your-day" culture. Recognition: We celebrate your achievements, big and small, through employee recognition programs designed to honor your contributions. Your Employer of Choice: A Legacy of Trust and Strength Joining Penn National Insurance means becoming part of a company with over a century of experience, built on trust, innovation and strong relationships. From our beginnings as a mutual insurance company founded by farmers to our 100th anniversary in 2019, we've stayed true to our relationship-driven model, focusing on direct service and meaningful support. Your Community: Making an Impact Together Making life better isn't just our mission-it's a value that guides everything we do. Our employees are at the heart of this mission, giving back through community engagement and charitable efforts. We proudly support our community through financial support and employee volunteering opportunities including our annual United Way campaign, where employee contributions and company matches make a significant impact each year. Your Future: Building a Rewarding Career Path We're not just offering a job; we're providing a fulfilling and rewarding career. We support your growth with a range of resources designed to help you build your skills and achieve your goals, including: Continuing Education Support: Access to programs that help you enhance your knowledge, skills and educational goals along with 100% tuition reimbursement for academic studies. Professional Development Opportunities: Tailored designation programs to help you advance in your career such as CPCU, AINS, CPA, CISSP, and more. Long-Term Career Focus: With an average employee tenure of 14 years and many team members serving for over 40 years, we take pride in fostering a work environment that values long-term growth and development. When you join us, you're not just starting a job-you're becoming part of a team that values your growth and invests in your future. Our commitment to long-term retention and employee development ensures that you will be part of a tradition and legacy of excellence that spans decades. Only candidates from the following states will be considered for opportunities with Penn National Insurance: Alabama, Delaware, Iowa, Maryland, Minnesota, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia, Wisconsin. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, creed, affectional and sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Consistent with the Americans with Disabilities Act (ADA) and EEOC guidance, it is the policy of Pennsylvania National Insurance to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to a HR Business Partner via telephone at 800-368-4764, or through email.

Created: 2026-03-04