Sales Specialist
Lowe's Companies, Inc.
Agent Solutions Coordinator, Bilingual/Spanish
National Guardian Life Insurance Company
full-time
Posted on:
Origin: • 🇺🇸 United States • Wisconsin
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
Requirements
- Bilingual/Spanish (job title indicates bilingual requirement)
- Minimum: High School or GED
- Preferred: Wisconsin Life Insurance license and Wisconsin Preneed certification
- Preferred: LOMA 280 and 290 with ACS certification
- Minimum of 3 years experience in customer service or sales
- Advanced customer service skills, conveying professionalism, flexibility and empathy
- Excellent oral and written communication skills
- Strong interpersonal skills and ability to transform negative interactions into positive ones
- Ability to quickly learn and maintain advanced knowledge of preneed, final expense, and other insurance products
- Strong initiative and ability to work under minimal supervision
- Ability to handle multiple tasks and work well under pressure
- Intermediate knowledge of NGL systems
- Excellent organizational skills and strong attention to detail
- Strong team and goal orientation with ability to work a flexible schedule
- Ability to meet schedule: Monday - Thursday 9:30am-6:00pm CST and Friday 8:30am-5:00pm; three days per week in office during training then two days per week after training
