Agent Solutions Coordinator

Jobtailor; Madison (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

NGL is seeking an Agent Solutions Coordinator to support agents, marketing partners, funeral homes, and customers. You will handle calls, emails, and CRM entries while maintaining high service levels and working closely with multiple internal teams.

Ideal candidates have a strong customer service background, excellent communication, and the ability to coach callers to improve interactions. A flexible schedule and teamwork are essential for success.

Qualifications

• Minimum: High School or GED.
• Preferred: Wisconsin Life Insurance license and Wisconsin Preneed certification.
• LOMA 280 and 290 with ACS certification.
• A minimum of 3 years experience in customer service or sales.
• Advanced customer service skills and empathy in all interactions.
• Strong written and verbal communication.

Responsibilities

• Support incoming/outbound calls and emails for agents and partners.
• Maintain service levels of 90% or above on Agent Solutions lines.
• Document conversations in CRM and update case notes.
• Collaborate with Contracting, Commissions, Processing, Claims, Sales and Legal.
• Escalate concerns to leadership and provide training opportunities.
• Assist with lead entry and outbound support duties as needed.
• Provide friendly, professional communications to agents and partners.

Skills

Advanced customer service

Excellent communication

Interpersonal skills

Empathy

Team orientation

Problem solving

Multitasking under pressure

Coaching callers

Education

High School diploma or GED

LOMA 280 and 290 with ACS certification

Tools

CRM software

NGL systems

Job description

Responsibilities

• The Agent Solutions Coordinator works in a business to business environment supporting the needs of NGL’s agents and key accounts consisting of agencies, funeral homes and sales organizations.
• Work consists primarily of handling incoming and outbound calls, supporting various email boxes and internal processing work.
• The work is highly collaborative, partnering directly with colleagues in various areas within NGL including but not limited to Contracting, Commissions, Processing, Claims, Sales and Legal.
• 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: enroll 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 elevate 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 elevate 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.

Requirements

• Minimum: High School or GED
• Preferred: Other Wisconsin Life Insurance license and Wisconsin Preneed certification
• LOMA 280 and 290 with ACS certification
• A minimum of 3 years experience in customer service or sales.
• 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.