Agent Solutions Coordinator

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, , 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 time frames.
• 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.
• Ensur…