National Guardian Life Insurance Company

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

Agent Solutions Coordinator, Bilingual/Spanish