National Guardian Life Insurance Company · 14 hours ago
Agent Solutions Coordinator (Hybrid - In Office 10 days/Month)
Madison, Wisconsin, United States
Full-time
Hybrid
Entry Level
3+ years expNational Guardian Life Insurance Company (NGL) is one of America’s most successful independent life insurance companies, specializing in innovative products for financial stability. The Agent Solutions Coordinator role involves supporting agents and key accounts through effective communication and collaboration, ensuring high service levels and resolution of inquiries.
InsuranceLife Insurance
Responsibilities
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 ability to set and adjust coverage schedule, as needed
Demonstrate schedule adherence through an individual adjusted service availability of 90% or above
Maintain an individual call quality score average of 85% while supporting the primary team phones lines
Ability to handle at least 60 contacts daily accurately and efficiently
Maintain one call resolution whenever possible
Take detailed and complete phone messages, as needed, for processing or follow up
Document all conversations with funeral homes, agents, and marketing partners in Customer Relationship Management tool
Be solution driven: escalate situations as needed while recommending a course of action
Advise team leadership of potential concerns, training opportunities, and trends as they are discovered
Utilize your resources effectively, be a good resource for your teammates working collectively to resolve questions and issues where needed in a timely manner
Provide friendly, thorough support to our agents, marketing partners, funeral homes and customers, conveying sensitivity and professionalism in all communications
Establish good working relationships with marketing partners, agents, and funeral homes that enhance their perspective of NGL through empathy, flexibility and appreciation of their concerns
Take ownership of all requests, showing the initiative to find the information needed, working with other departments as needed to offer resolutions
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
Work with other specialists and management to analyze and recommend solutions to difficult situations, problems or complaints that arise from our agents, marketing partners and funeral homes
Convey and support NGL requirements accurately to callers, helping them better understand why our requirements are necessary, and recognize when it is necessary to escalate the call based on tone, request or caller
Convey both internal and external empathy for situations, balancing the needs of NGL, the agent and customer in all interactions
Aware of key dates and seasons throughout the year such as month end, year end, contest end dates, and work in queues to help ensure marketing partner goals are met
Screen new agent leads and enter viable leads into lead software
Keep the team appraised of urgent case updates, escalated situations and important changes
Administer and manage effective outbound support
Complete assigned outbound support duties in acceptable timeframes
Use knowledge of NGL New Business processes and procedures to evaluate pending applications and effectively communicate requirements to the agent
Use knowledge of NGL Customer Service and Processing processes and procedures to effectively communicate and follow-up on in-force policies as needed
Address and respond to questions and concerns from other departments in a professional and timely manner
Support other programs, projects and tasks as needed
Provide sufficient documentation and tracking, depending on program procedures, to ensure others are able to understand the progress and status of all outbound programs
Initiate the Lead program in CRM for Sales team to follow up
Provide support via the various email boxes assigned to Agent Solutions
Respond quickly and professionally to all requests and concerns
Ensure information is properly documented and shared with team
Provide guidance to our agents to improve their interactions and success with NGL
Provide feedback to agents and field managers and document appropriately
Provide immediate feedback and document appropriately
Know when to escalate and provide additional feedback to others for follow up/training
Provide complete, professional communications with all agents and employees of NGL
Actively monitor NGL processes, guidelines and agent tools that do not meet the needs of our agents and marketing partners and communicate suggestions to appropriate teams and departments. Work in conjunction with other teams and departments to review processes and procedures, including suggestions for training or other tools that improve partner support
Identify opportunities for improvement and suggestions to resolve needs, including internal processes and procedures, requirements, forms, workflow processes and other programs
Communicate all updates and changes with team, department and other areas, as appropriate
Follow/update team procedures/guidelines in place for follow up, availability and PTO to ensure proper phone coverage and equitable distribution of work
Present suggestions to appropriate individual, team or department and work with them on further development including conveying our customer needs, the need for flexibility and an understanding of the request from the funeral home or agent perspective
Work collaboratively with others to implement improvements and changes
Recommend updates for the agent portals and NGL software to ensure this is an accurate and valuable resource for all users
Recommend updates for forms and applications to improve ease of agent use
Qualification
Required
Entry-level experience
Advanced customer service skills, conveying professionalism, flexibility and empathy in all interactions
Excellent oral and written communication skills that convey confidence, including the ability to appropriately coach callers to improve future interactions
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 ability to learn new things quickly and adeptly handle issues that arise even when unfamiliar
Strong initiative with the ability to work under minimal supervision, to exercise good judgment and creatively solve problems or issues
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 to meet the requirements for service availability
Knowledge of NGL insurance products, partners and markets
Minimum: High School or GED
A minimum of 3 years experience in customer service or sales
Preferred
Wisconsin Life Insurance license and Wisconsin Preneed certification
LOMA 280 and 290 with ACS certification
Benefits
20 days of Paid Time Off growing to 25 days after 5 years
11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
Health care, dental and vision plans
Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
Annual bonus based on company performance
Paid Parental Leave
401(k) match up to 9%
Paid Sabbatical after 8 years
Paid Volunteer Time
Education Assistance Program
Employee Recognition Program
And much more!
Company
National Guardian Life Insurance Company
Since 1909, National Guardian Life Insurance Company (NGL) has been one of America’s most successful and highly rated independent life insurance companies.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Brian Hogan
Sr VP & CFO - Retired
Nancy Stoddard
SVP & CFO at National Guardian Life
Recent News
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