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Agency Support Specialist

May 26, 2026

Branch is on a mission to make insurance less expensive, so more people can be covered. We innovate using data, tech, and automation to simplify insurance from start to finish—we eliminated inaccurate quotes in favor of real prices, created a better way to bundle, and cut unnecessary costs in the traditional insurance process. Then we pass those savings along to our members. Basically, we’re doing insurance the way it was meant to be.But we didn’t just create the insurance we’ve always wanted, we also created the company we’ve always wanted to work for. As we redefine insurance, we also want to redefine what it means to work in insurance. Find out for yourself.Branch has a preference for candidates in Ohio, but is open to candidates located in AL, AZ, CT, FL, GA, ID, IL, IN, IA, KS, KY, LA, MD, MA, MI, MN, MS. MO, NE, NV, NJ, NC, ND, OH, OK, PA, SC, SD, TN, TX, UT, VA, and WI. Branch is remote first, with most Branchers choosing to work from home. Our headquarters are located in Columbus, Ohio, where we come together from time to time to build relationships and connect with each other in real life. Once a year, the entire company gathers for “BranchFest”, a highlight of the year for many Branchers.<h2>Branch's Agency Support Team</h2>Our Agency Support Team is committed to make it effortless for Branch's Independent Agents to manage their clientele through assistance via Phone, Chat, and Email. Our Agency Support team lives into Branch's "Roots", embracing our culture and focusing on the importance of getting our agents' backs. Through listening, problem solving, providing guidance for Independent Agents to properly protect themselves through bundling and coverage counseling, as well as setting expectations on any follow-up items, our team works hard to create a lasting positive experience for all Branch agents.Key Responsibilities<ul style="min-height:1.5em"><li>Provide prompt, easy-to-understand support to independent agents via inbound and outbound calls, chat, and email.</li><li>Resolve standard servicing, billing, and technical questions using established workflows and tools.</li><li>Accurately interpret policy language and escalate risk or underwriting concerns as needed.</li><li>Master the use of support systems (e.g., Staff, billing platforms) to complete agent requests efficiently.</li><li>Proactively surface feedback and insights to improve the agent experience and internal workflows.</li><li>Work collaboratively in a fast-paced, team-based environment while maintaining schedule and documentation standards.</li></ul>Skills, Knowledge, and Expertise<ul style="min-height:1.5em"><li>Current Property & Casualty license required.</li><li>A High School diploma or GED required.</li><li>1-3 years of previous Customer Service experience required.</li><li>Ability to prioritize and multitask, including navigating through multiple business applications.</li><li>Self-driven and thrives in a remote environment.</li><li>Strong interpersonal and communication skills.</li><li>Tenacious problem solver.</li><li>Experience in a fast-paced contact center environment preferred.</li><li>Excellent communication skills that reflect an ability to present and receive. feedback in a positive way.</li><li>Working knowledge of Google products, remote collaboration tools (Zoom/Slack).</li><li>Follow call flow, and a structured chat flow, to ensure efficient and engaging conversations.</li><li>Strong desire to connect with people and a track record of strong relationships.</li></ul>Why join us at Branch? We’re all about getting back to getting each other’s back—that means Branchers, too. So we provide benefits that let you work and live to your fullest.<ul style="min-height:1.5em"><li>Above-market salary—Branch is a data-driven company, so we do the math on salaries, too. If you get an offer from Branch, you can expect compensation that hits above the mark.</li><li>Pay equity and transparency—Our pay isn’t just above market, it’s equitable. We let experience and performance drive your success, never your gender, race, orientation, or beliefs. </li><li>Remote-first (with perks)—Work from where you’re most comfortable. We’ll take care of your work from home set-up and monthly internet. We also have a Columbus headquarters and Chicago hub if you’d like to join us in an office. </li><li>Flexible YouTime—We don’t just let you control your own time off. We actually encourage you to use it. After your first year at Branch, we’ll give you $1000 toward your next vacation. </li><li>Employee stock options—You’re not just an employee. If you’re full-time, you’re also a part-owner. You’ll have stock options so you can invest in the company you’re helping to grow. </li><li>Medical, vision, dental—Get all the coverage you need for a healthy, happy life. We’ll also contribute $150 per month to a health savings account (HSA), administered by Branch.</li><li>401k and contribution matching—Invest in your future. Branch helps you get to retirement on time with a portion of your contributions matched each month. </li></ul>What to expectIn light of recent hiring scams across the United States, here’s what the process will look like with Branch (so you know it’s us):<ul style="min-height:1.5em"><li>Please apply to open positions directly through our site. If you don’t see it here, then it shouldn’t exist on another job board. If you’re ever unsure about the legitimacy of a Branch job posting found on another site, please check the listings here to verify.</li><li>If you're selected to move onto the next phase of the hiring process, a member of our Branch talent team will reach out to you directly from the email domain @<a target="_blank" rel="noopener noreferrer nofollow" href="http://ourbranch.com">ourbranch.com</a> to guide you through our process.</li><li>The process will include a number of interviews, which will all happen either over the phone or on video calls. </li><li>We will never ask for personal payment or require you to purchase equipment during our interview process. Always be sure to protect your personal information.</li></ul>Equal Employment Opportunity Employer At Branch, we are deeply committed to community. Branch is an Equal Employment Opportunity employer – All qualified applicants and/or employees will receive consideration for employment without regard to the individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...