Agent Solutions Coordinator; Hybrid - In Office

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 -- integrity, dependability, collaboration, compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders, partners, funeral homes and each other. We believe in creating an inclusive, welcoming environment for all 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 offer professional and personal development opportunities.

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

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.

The Agent Solutions Coordinator strives for one contact resolution, responsibilities include having a working knowledge and understanding of NGL sales processes and materials, and being able to explain and promote various incentive campaigns, products, forms and processes to our 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 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: elevate 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, , 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…