Team Success Specialist, Highland Capital Brokerage

Osaic Careers REMOTE Operations Opportunity in Insurance Industry Team Success Specialist, Highland Capital Brokerage Location(s):
Birmingham/ REMOTE Role Type:
Full time Salary: $65,000 - $70,000 per year + annual bonus. Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education. Our competitive compensation is just one component of Osaic’s total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more.

To view more details of what you can look forward to, visit our careers page:

Summary:

As a Team Success Specialist at HCB, you have the chance to be a part of an industry-leading department in Business Operations. As a Team Success Specialist, you will act as a strategic partner in your assigned functional area. You will be assisting with the prioritization and execution of continuous improvement initiatives. You will work with the Operations department leaders and business unit SMEs to manage systems, develop initiatives, and design processes that directly impact service and engagement.

In this high-impact contributor role, you will be navigating internal and external customers, addressing customer queries, and identifying ways to improve workflow and efficiencies. A top-notch team success specialist will be someone who can identify and implement cross-functional solutions while maintaining client and employee satisfaction.

Bachelor’s Degree Preferred, H.S. Diploma or GED certificate + Significant Practical Experience will be considered.

• Partners with management and team members of assigned departments in the review and revision of current processes and workflows.
• Actively look for ways to improve customer experience, incorporating customers into the CX service strategy
• Effectively coach, in a variety of ways, to drive team results for advisor satisfaction, service, quality, and productivity aligned to department objectives.
• Serve as a key contact to leaders within teams, representing process and service details as well as strategy.
• Have a keen focus on employee engagement while balancing productivity.
• Develop and maintain internal relationships inside and outside assigned departments to resolve service issues.
• Identify and take responsibility for addressing operational and organizational challenges that impact the team.
• Raising red flags wherever the business process needs correction to ensure the customer has a seamless experience with the company.
• Ability to show empathy when customer and/ or employee issues arise.
• Effectively adopt changing business needs and guide employees through shifting priorities.
• Actively seek opportunities to expand own sphere of influence through networking, knowledge sharing, and collaboration.
• Act as the primary point of contact with qualifying advisors and their staff, primarily via phone, email, and service requests (cases, tickets, etc.)
• Utilize Salesforce, Paperclip, Highland Brokerage, and Agency Integrator to process and research customer requests in timely manner.
• Educate financial professionals where to find information online.
• Pay close attention to detail and process work accurately.
• Partners to resolve complex issues that may involve multiple departments and persons.
• Work independently to make decisions regarding resolution of issues.
• Exercise judgment to know when to elevate issues to management or senior personnel.
• Take ownership of service failures and stay involved throughout the service recovery process.
• Work collaboratively with the other members of the team to ensure high-level of service and team goals are met.
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