Agent Solutions Coordinator (Hybrid In Office 10 daysMonth) at National Guardian Life Insurance Company

We are adding an Agent Solutions Coordinator to our team! This is a hybrid position requiring individuals to work in office 10 days per month; or as needed for business needs. Who We Are:Since 1909 National Guardian Life Insurance Company (NGL) has been one of Americas most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for lifes journey giving people the financial stability careful guidance and peace of mind to lead a life filled with confidence dignity and grace.NGLs Core Values integrity dependability collaboration compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders partners funeral homes and each other. We believe in creating an inclusive welcoming environment for all where diversity is celebrated and everyone is encouraged to live their best most authentic self. We offerEmployee Resource Groups for employees to get involved learn network and offer professional and personal development opportunities.With over 100 years of experience our passion is to serve people.Learn more.A Day in the Life:The Agent Solutions Coordinator works in a business to business environment supporting the needs of NGLs agents and key accounts consisting of agencies funeral homes and sales organizations. Work consists primarily of handling incoming and outbound calls supporting various email boxes and internal processing work. The work is highly collaborative partnering directly with colleagues in various areas within NGL including but not limited to Contracting Commissions Processing Claims Sales and Legal. The Agent Solutions Coordinator strives for one contact resolution responsibilities include having a working knowledge and understanding of NGL sales processes and materials and being able to explain and promote various incentive campaigns products forms and processes to our business partners.Primary Responsibilities:Maintain service levels of 90% or above on all Agent Solutions phone lines and service boxesMaintain an Agent Support group service level of 90% or above with ability to set and adjust coverage schedule as neededDemonstrate schedule adherence through an individual adjusted service availability of 90% or aboveMaintain an individual call quality score average of 85% while supporting the primary team phones linesAbility to handle at least 60 contacts daily accurately and efficientlyMaintain one call resolution whenever possibleTake detailed and complete phone messages as needed for processing or follow upDocument all conversations with funeral homes agents and marketing partners in Customer Relationship Management toolBe solution driven: escalate situations as needed while recommending a course of actionAdvise team leadership of potential concerns training opportunities and trends as they are discoveredUtilize your resources effectively be a good resource for your teammates working collectively to resolve questions and issues where needed in a timely mannerProvide friendly thorough support to our agents marketing partners funeral homes and customers conveying sensitivity and professionalism in all communications. Establish good working relationships with marketing partners agents and funeral homes that enhance their perspective of NGL through empathy flexibility and appreciation of their concernsTake ownership of all requests showing the initiative to find the information needed working with other departments as needed to offer resolutionsResolve questions regarding licensing and contracting commissions new business supplies product/premiums procedures reporting and compliance requirementsMaintain knowledge of all marketing partners product variations and special handling situationsWork with other specialists and management to analyze and recommend solutions to difficult situations problems or complaints that arise from our agents marketing partners and funeral homesConvey and support NGL requirements accurately to callers helping them better understand why our requirements are necessary and recognize when it is necessary to escalate the call based on tone request or callerConvey both internal and external empathy for situations balancing the needs of NGL the agent and customer in all interactionsAware of key dates and seasons throughout the year such as month end year end contest end dates and work in queues to help ensure marketing partner goals are metScreen new agent leads and enter viable leads into lead softwareKeep the team appraised of urgent case updates escalated situations and important changesAdminister and manage effective outbound supportComplete assigned outbound support duties in acceptable timeframesUse knowledge of NGL New Business processes and procedures to evaluate pending applications and effectively communicate requirements to the agentUse knowledge of NGL Customer Service and Processing processes and procedures to effectively communicate and follow-up on in-force policies as neededAddress and respond to questions and concerns from other departments in a professional and timely mannerSupport other programs projects and tasks as needed.Provide sufficient documentation and tracking depending on program procedures to ensure others are able to understand the progress and status of all outbound programsInitiate the Lead program in CRM for Sales team to follow upProvide support via the various email boxes assigned to Agent SolutionsRespond quickly and professionally to all requests and concernsEnsure information is properly documented and shared with teamProvide guidance to our agents to improve their interactions and success with NGL.Provide feedback to agents and field managers and document appropriatelyProvide immediate feedback and document appropriatelyKnow when to escalate and provide additional feedback to others for follow up/trainingProvide complete professional communications with all agents and employees of NGL.Actively monitor NGL processes guidelines and agent tools that do not meet the needs of our agents and marketing partners and communicate suggestions to appropriate teams and departments. Work in conjunction with other teams and departments to review processes and procedures including suggestions for training or other tools that improve partner supportIdentify opportunities for improvement and suggestions to resolve needs including internal processes and procedures requirements forms workflow processes and other programsCommunicate all updates and changes with team department and other areas as appropriateFollow/update team procedures/guidelines in place for follow up availability and PTO to ensure proper phone coverage and equitable distribution of workPresent suggestions to appropriate individual team or department and work with them on further development including conveying our customer needs the need for flexibility and an understanding of the request from the funeral home or agent perspectiveWork collaboratively with others to implement improvements and changesRecommend updates for the agent portals and NGL software to ensure this is an accurate and valuable resource for all usersRecommend updates for forms and applications to improve ease of agent useSchedule: This is full-time hourly position. Hours for this position are: Monday - Friday and 9:30am-6:00pm CST with three (3) days per week required in office.Essential to Your Success:Advanced customer service skills conveying professionalism flexibility and empathy in all interactionsExcellent oral and written communication skills that convey confidence including the ability to appropriately coach callers to improve future interactionsStrong interpersonal skills and ability to transform negative interactions into positive onesAbility to quickly learn and maintain advanced knowledge of preneed final expense and other insurance productsStrong ability to learn new things quickly and adeptly handle issues that arise even when unfamiliarStrong initiative with the ability to work under minimal supervision to exercise good judgment and creatively solve problems or issuesAbility to handle multiple tasks and work well under pressureIntermediate knowledge of NGL systemsExcellent organizational skills and strong attention to detailStrong team and goal orientation with ability to work a flexible schedule to meet the requirements for service availabilityAdvanced customer service skills conveying professionalism flexibility and empathy in all interactionsKnowledge of NGL insurance products partners and marketsEducation Requirements:Minimum:High School or GEDPreferred: OtherWisconsin Life Insurance license and Wisconsin Preneed certificationLOMA 280 and 290 with ACS certificationYears of Experience:A minimum of 3 years experience in customer service or sales.What We Offer:At NGL we provide a comprehensive Total Rewards package that includes competitive base pay and benefits designed to offer solutions to help meet your unique life needs.Benefits:20 days of Paid Time Off growing to 25 days after 5 years11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)Health care dental and vision plansUp to $1500 (Family) or $1000 (Single) annually towards a Health Savings AccountAnnual bonus based on company performancePaid Parental Leave401(k) match up to 9%Paid Sabbatical after 8 yearsPaid Volunteer TimeEducation Assistance ProgramEmployee Recognition ProgramAnd much more!Click hereto learn more about our comprehensive Total Rewards program.NGL is committed to creating a diverse environment and is an Equal Opportunity Employer. Qualified applicants will be considered for employment without regard to race color creed religion national origin ancestry citizenship status age disability sex or gender (including pregnancy childbirth and related medical conditions) gender identity or gender expression (including transgender status) sexual orientation marital status military service and veteran status physical or mental disability protected medical condition as defined by applicable state or local law genetic information or any other characteristic protected by applicable federal state or local laws.NGL is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation please contact.Required Experience:Junior IC Key Skills Office Manager Experience,Microsoft Office,Customer Service,Computer Skills,Microsoft Outlook,Microsoft Word,QuickBooks,Medical office experience,Office Experience,Front Desk,Microsoft Excel,Administrative Experience Employment Type : Full-Time Experience: years Vacancy: 1