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.
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.
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.
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.

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.

Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.
Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Agent Services Representative

Key skills