National Guardian Life Insurance Company

Database Administrator

• Perform and oversee database administration and development of database systems
• Plan and perform maintenance functions on databases and database applications including moves, rebuilds, backups, upgrades and restores
• Proactively monitor database systems with tools to ensure secure services with minimum downtime
• Troubleshoot and resolve database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, and security issues
• Install and configure new database servers
• Ensure all database servers are backed up, test backups, and document disaster recovery procedures
• Setup and maintain PostgreSQL, SQL Server Enterprise, and DynamoDB databases
• Provide cloud-specific expertise, including database management (SQL/NoSQL) and cloud platform proficiency (AWS, Azure, GCP)

Senior Database Administrator

Program Manager

• The Program Manager leads the coordination of all Agile, project, and shared services teams for dedicated programs.
• This position coordinates schedules among several projects and manages priorities and dependencies within different Agile projects.
• Additional responsibilities include monitoring for impediments, tracking program financials, and designing an effective program governance framework.

Full-stack Engineer

• Develop solutions with stakeholders; creating specifications and prototypes
• Provide progress reports and work estimates for implementation and validation
• Collaborate with other developers to build maintainable, testable and efficient systems
• Use test results to identify regressions and defects
• Maintain systems to meet business needs and compliance requirements
• Write and maintain technical documentation including Data Flow Diagrams, Process Flow Diagrams and UML Diagrams
• Review software written by peers; strive for continuous improvement of code quality and development practices
• Build and implement test automation to validate new and existing code
• Assist in the maintenance of NGL’s business applications
• Anticipate system/application challenges and proposes solutions; recommend improvements to existing software as necessary
• Troubleshoot and resolve issues for both internal and third-party business applications
• Assist with issue identification, investigation, and resolution process of support incidents
• Provide off-hours support of scheduled production processing
• Collaborate with the team and business areas to develop, coordinate and execute plans to ensure successful acquisition projects.
• Participate in efforts to convert and implement merged or acquired business.
• Share ownership of the solution deployment, testing, quality, monitoring and operational excellence with the rest of the agile team
• Participate in regular team and stakeholder meetings
• Continually develop skill-sets and abilities to keep them relevant, current and applicable to NGL's current and future needs
• Follow software development and quality assurance best practices and governance
• Be a positive influence for other team members; promote goodwill amongst IT and other departments of the organization.
• Mentor junior developers
• Volunteer to take on difficult stories, be willing to try new technology

Senior Software Developer – Enterprise

Support Engineer

• Provides remote and in-person technical support to all NGL employees
• Maintains computer hardware and software
• Provisions user access with a primary focus on supporting customers and systems at NGL
• Collaborates with other ITCS staff, IT staff, and vendors to support customers
• Maintains computer hardware and software, including packaging and deploying software
• Performs user access provisioning
• Ships, receives, and keeps up-to-date inventory of technical hardware
• Provides after-hours, on-call support as necessary
• Performs Incident Manager tasks, including setting up Incident Response Team meeting and communication, sending communications to the business, and keeping the Team focused on resolving the immediate incident

Technical Support – Temp to Hire

• Develop solutions with stakeholders; creating specifications and prototypes
• Provide progress reports and work estimates for implementation and validation
• Collaborate with other developers to build maintainable, testable and efficient systems
• Use test results to identify regressions and defects
• Maintain systems to meet business needs and compliance requirements
• Write and maintain technical documentation including Data Flow Diagrams, Process Flow Diagrams and UML Diagrams
• Review software written by peers; strive for continuous improvement of code quality and development practices
• Build and implement test automation to validate new and existing code
• Assist in the maintenance of NGL’s business applications
• Anticipate system/application challenges and propose solutions; recommend improvements to existing software as necessary
• Troubleshoot and resolve issues for both internal and third-party business applications
• Assist with issue identification, investigation, and resolution process of support incidents
• Provide off-hours support of scheduled production processing
• Collaborate with the team and business areas to develop, coordinate and execute plans to ensure successful acquisition projects.
• Participate in efforts to convert and implement merged or acquired business.
• Participate in Quarterly Planning, Daily Stand-up, Release Planning, Review and Retrospective meetings
• Continuously develop skill-sets and abilities to keep them relevant, current and applicable to NGL's current and future needs
• Follow software development and quality assurance best practices and governance
• Be a positive influence for other team members; promote goodwill amongst IT and other departments of the organization.
• Mentor junior developers

Senior Software Developer – Legacy

Customer Support

• Delivers high-quality communication primarily over the phone with callers while utilizing critical thinking and problem-solving skills to help find appropriate solutions
• Skilled in writing clear and detailed notes and instructions on each call
• Effectively writes emails, letters, and other forms of written communication with external customers needing documentation or letters
• Leverages resources and reaches out to others when needing support or assistance with escalated situations
• Utilizes various systems to locate applicable information and details for each call
• Accountable for personal growth and performance metrics
• Contributes in a supportive and positive manner with coworkers
• Works across the team to ensure coverage with incoming calls and written communication
• Completes assigned processing work, projects, tasks, and/or milestones by agreed upon due date
• Suggests solutions that meet the immediate and potential future needs and requests of our external and internal customers

Support Specialist – Funeral Home

Bilingual

• Maintain service levels of 90% or above on all Agent Solutions phone lines and service boxes
• Maintain an Agent Support group service level of 90% or above and set/adjust coverage schedule as needed
• Demonstrate schedule adherence with individual adjusted service availability of 90% or above
• Maintain an individual call quality score average of 85% while supporting primary team phone lines
• Handle at least 60 contacts daily accurately and efficiently and maintain one-call resolution when possible
• Take detailed and complete phone messages for processing or follow up
• Document all conversations with funeral homes, agents, and marketing partners in CRM
• Be solution driven: escalate situations as needed while recommending a course of action
• Advise team leadership of potential concerns, training opportunities, and trends
• Utilize resources effectively and collaborate with teammates and other departments (Contracting, Commissions, Processing, Claims, Sales, Legal)
• Provide friendly, thorough support to agents, marketing partners, funeral homes and customers with sensitivity and professionalism
• Resolve questions regarding licensing and contracting, commissions, new business, supplies, product/premiums, procedures, myNGLIC.com, reporting and compliance requirements
• Maintain knowledge of all marketing partners, product variations and special handling situations
• Analyze and recommend solutions to difficult situations, problems or complaints
• Convey and support NGL requirements accurately and recognize when to escalate calls
• Monitor key dates and seasons (month end, year end, contest end dates) and work in queues to help meet partner goals
• Screen new agent leads and enter viable leads into lead software and initiate Lead program in CRM for Sales team
• Keep the team appraised of urgent case updates, escalated situations and important changes
• Administer and manage effective outbound support and complete assigned outbound duties timely
• Use knowledge of New Business and Customer Service/Processing procedures to evaluate pending applications and follow up on in-force policies
• Respond to questions and concerns from other departments professionally and timely
• Provide support via assigned email boxes and ensure information is properly documented and shared
• Provide guidance and feedback to agents and field managers and document appropriately; know when to escalate for follow-up/training
• Actively monitor NGL processes, guidelines and agent tools and communicate suggestions for improvements
• Recommend updates for agent portals, NGL software, forms and applications to improve usability
• Work collaboratively to implement improvements and communicate updates with team and other departments