Apply on Employer Site

Protective Life · 23 hours ago

Associate II Sls Support (Sales Operations Onboarding)- Remote

United States

Full-time

Remote

Mid, Senior Level

$62K/yr - $75K/yr

5+ years exp

Protective Life is a company focused on providing best in class service and new account management. The Associate II Sls Support role involves working collaboratively with various teams to onboard and maintain new clients, ensuring customer expectations are met and providing necessary training for successful onboarding.

FinanceFinancial ServicesInsurance

Responsibilities

This role is the primary SME and coordinator for the DOWC and DOWCRe formation processes

Monitor and maintain ceding analysis form. Understand dealer loss ratios, ceding process and warehousing. Be familiar with State DOWC guidelines

Serve as the Facilitator for all new DOWC formation requests. Includes following up with all impacted departments (legal, compliance, product, forms, dealer services)

Handle incoming change request for formed DOWC’s

Manage customer relationships from the point of sale through successful implementation, collaborating across the organization frequently throughout implementation with the goal of ensuring each piece of the journey meets customer goals and expectations

Always promote a 'customer first' environment and attitude with customers and stakeholders across the organization

Ensure new business requests are accurate and complete. Collaborate with Dealer Services team to ensure completion within department SLA’s

Understand the goals and objectives of dealer and agent requests and translate those needs appropriately to all interdepartment stakeholders

Evaluate customer feedback and request. Periodically review ongoing training to reflect changes with web platforms, products and processes and stay abreast of any future client needs for training. Continuously adapt to customer needs and shape a training plan for the most effective results ensuring the training meets the customer expectations

Provide process education to Agent and Dealer representatives as a subject matter expert, answering questions and ensuring the most efficient means for accomplishing the customer expectations and resetting expectations where necessary

Provide support during dealer launches to support sales. Work with Dealer Services to ensure a successful launch and correct any technical issues that may occur

Manage the cycle of exception requests, ensuring all stakeholders are notified and SLA’s are met. Understand the request and impacts from a sales, risk, product, form, and dealer services perspective

Deliver timely, professional training relevant to the new client relationship. Training request for new and existing dealers, new sales team members, and Agents

Consult with sales on setups and changes for new large dealer groups

Serve as escalation point and backup for Support Level 1 as business needs dictate

Qualification

Customer ServiceRelationship ManagementCRM SystemMS OfficePublic SpeakingAdaptabilityProblem SolvingCollaboration

Required

Minimum of 5 years Customer Service, Relationship Management or Asset Protection experience in Sales Support

Associate degree or equivalent job experience; Bachelor's degree preferred

Demonstrated proficiency with technology including usage of CRM system and customer-facing web platforms

Flexibility to travel for occasional dealer launches

Adaptable and highly flexible to meet the needs of Agents and Dealer partners

Ability to work in a challenging and collaborative environment

Strong customer service skills

Excellent communication skills including presentation and public speaking skills

Ability to operate autonomously, prioritize activities, set proper customer expectations, multi-task and meet deadlines

Ability to develop innovative solutions and provide collaborative and creative problem solving

Ability to build rapport and collaborate with others both internally and externally

A relationship-oriented individual who has demonstrated the ability to work collaboratively across an organization capable of engaging colleagues, customers, and stakeholders

Demonstrated proficiency in MS Office: PowerPoint, SharePoint, Excel, Planner, Teams