Agent Solutions Coordinator; Hybrid - In Office

Overview

We are adding an Agent Solutions Coordinator. 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 America’s most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for life’s journey, giving people the financial stability, careful guidance and peace of mind to lead a life filled with confidence, dignity and grace.

NGL's Core Values are integrity, dependability, collaboration, compassion and growth, and they underpin our interactions with policyholders, partners, funeral homes and each other. We strive to create an inclusive, welcoming environment where diversity is celebrated and everyone is encouraged to live their best, most authentic self. We offer Employee Resource Groups for employees to get involved, learn, network, and pursue professional and personal development opportunities.

With over 100 years of experience, our passion is to serve people.

Education and licensing information, career opportunities and a path for growth are described below.

The Agent Solutions Coordinator works in a business-to-business environment supporting the needs of NGL’s agents and key accounts, including agencies, funeral homes and sales organizations. The role involves handling incoming and outbound calls, supporting various email boxes, and performing internal processing work. The position is highly collaborative and partners with teams across NGL including Contracting, Commissions, Processing, Claims, Sales and Legal.

The Coordinator maintains working knowledge of NGL sales processes and materials and explains and promotes incentive campaigns, products, forms and processes to business partners.

• 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 with the ability to set and adjust coverage schedule, as needed
• Demonstrate schedule adherence with a 90% adjusted service availability
• Maintain an individual call quality score average of 85% while supporting primary team phone lines
• Handle at least 60 contacts daily accurately and efficiently
• Strive for one-call resolution whenever possible
• Take detailed and complete phone messages for processing or follow up
• Document all conversations with funeral homes, agents, and marketing partners in the CRM
• Be solution-driven: escalate situations as needed and recommend a course of action
• Advise team leadership of potential concerns, training opportunities and trends
• Use resources effectively and be a resource for teammates in resolving questions and issues

• Provide friendly, thorough support to agents, marketing partners, funeral homes and customers with professionalism
• Establish good working relationships with marketing partners, agents and funeral homes
• Take ownership of all requests and collaborate with other departments to offer resolutions
• Resolve questions regarding licensing, contracting, commissions, new business, supplies, product/premiums, procedures, and compliance
• Maintain knowledge of all marketing partners, product variations and special handling situations
• Work with specialists and management to analyze and resolve difficult situations or complaints
• Explain NGL requirements clearly to callers and escalate appropriately
• Balance internal and external empathy in all interactions
• Be aware of key dates and seasons and manage queues to meet partner goals
• Screen new agent leads and enter viable leads into lead software
• Keep the team informed of urgent case updates and important changes

• Administer and manage outbound support
• Complete outbound duties in acceptable time frames
• Use knowledge of NGL New Business and Customer Service processes to evaluate applications and communicate requirements
• Follow up on in-force policies as needed
• Respond to questions from other departments professionally and timely
• Support other programs and projects as needed
• Provide documentation and tracking to explain progress of outbound programs
• Initiate the Lead…