Agency Account Administrator
Current• Complete data administration account set-up, maintenance and reporting in agency software systems including, Oracle Telesales (Stars), AgentNet, and reporting sites BI Publisher and Business Objects • Ensures compliance to company standard operating procedures. Follows all established SOP's regarding agency documentation and information as it applies to the approval, set-up and maintenance of customer accounts in company agency systems• Manages incoming requests for new customer applications and account information maintenance or issue resolution via TechExcel incident management system. Tracks on going progress of incidents. Provides reporting to management on ticket production and status• Reacts appropriately to Severity 1 incidents which may contain issues preventing customers from accessing services via Agent Net• Assists in training new employees on SOP's and systems within the department• Works to meet expectations in our Service Level Agreements• Communicates verbally and in writing as required with senior, state, and/or sales management in addition to customers and Agent Service Center (ASC) to coordinate relevant activities and dependencies concerning customer accounts• Manages or participates as a team member on medium to large scale projects• Assisting in developing/updating procedures to produce department efficiencies
