Associate
Department:
Agency Operations
Typical Tenure for this Role:
1 year
Role Overview
Role Description
The Agency Operations Associate is responsible for the proficient and accurate completion of routine Agency Operations tasks, ensuring seamless support for our independent agency partners. Key duties include processing Agency Appointments, handling ADR updates, and managing Agent Web access requests. Associates must strictly adhere to all Standard Operating Procedures (SOPs).
Key Skills & Competencies
The focus for this role is on system usage, data handling, and administrative accuracy:
Administrative & Data Management:
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Microsoft Office Suite Proficiency: Expert use of basic functions across Word, Excel, and PowerPoint.
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Excel Skills: Ability to build tables, sort data, and understand simple formulas in Microsoft Excel for reporting and tracking.
Communication & Professionalism:
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Communication Skills: Strong Written and Verbal Communications Skills for clear internal and external interactions.
Core Agency Operations:
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Proficiency in completing routine cases and applying Standard Operating Procedures (SOPs) accurately.
KPIs
Performance is measured by timeliness, quality, and compliance:
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Service Levels: Meet the required service level turnaround time of 3–5 business days.
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Accuracy: High Accuracy of completed cases and transactions.
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Compliance: Consistent adherence to all SOPs and required compliance standards.
Role Development
Learning and Development
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Successful completion of all internal training modules related to routine cases and SOPs.
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Prior experience with Salesforce and other internal PR systems is an advantage.
Guidelines for Promotion into this Role
Advancement is based on consistently demonstrating excellence and readiness for higher responsibility:
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Performance: Consistently meets or exceeds expectations in completing assigned tasks and responsibilities.
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Learning Agility: Ability to learn new skills and processes quickly.
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Proactivity: Proactively seeks opportunities to take on additional responsibilities and contribute to team goals.
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Mastery of Systems: Demonstrates Mastery of necessary core systems including ADR, Salesforce, and Agent Web.
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Collaboration: Demonstrates effective collaboration and communication skills within the team and across departments.