Job Description

Overview

Effectively and proactively supports the sales process by providing high-quality service to the wholesaling team, sales representatives, and agents. Develops and maintains positive working relationships with these stakeholders to ensure seamless operations. Demonstrates an advanced understanding of the application and new business processes, staying updated on all relevant changes, procedures, and guidelines. Resolves inquiries from representatives, agents, or firms through email, telephone, or written correspondence. Gathers, researches, and analyzes policy information to provide accurate and timely responses. Assists in training and developing peers by offering on-the-job support. Consistently meets established performance objectives and service levels by achieving production and quality standards.

Responsibilities

What you will do:

• Application Review & Processing: Regularly reviews applications, promptly obtaining any missing or additional information and required forms. Communicates effectively with agents, the new business department, and the sales team to ensure smooth processing of new business and that applications are in good order. Creates a sense of urgency to reduce cycle times, improve metrics, and meet Service Level Agreements (SLAs).
• Customer Service & Inquiries: Responds to inbound service-related calls, referring sales inquiries to the appropriate members of the sales team. Delivers excellent customer service to both internal and external clients. Handles inquiries from the sales team and agents on a wide range of topics, including new and existing business, licensing, commissions procedures, and other issues as they arise.
• Proactive Customer Service: Identifies potential opportunities through reactive telemarketing efforts while ensuring excellent customer service for both internal and external stakeholders.
• Process Improvement: Assists in the development and implementation of efficient procedures and processes to optimize workflow and strategies.
• Reporting & Analysis: Prepares and analyzes various sales and activity reports on a regular basis, including metrics, phone reports, new producer reports, and agent and territory production by product, associate, channel, or campaign.
• Operational Feedback: Provides feedback to management and participates in meetings to address systems and operational issues when necessary.
• Compliance: Ensures adherence to internal policies, external regulatory requirements, and industry compliance standards at all times.
• Systems Expertise: Utilizes in-depth knowledge of proprietary systems to support distribution needs, ensuring efficient access to product information, sales data, and client insights. Leverages these systems to enhance sales processes.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma Or GED. - Required
• Team Collaboration: Demonstrated experience in working and communicating cooperatively and effectively within a team. Must provide examples of going above and beyond to assist team members in various work situations. - Required
• Adaptability & Flexibility: Proven experience in adapting to changes in policies and procedures. Must provide examples demonstrating flexibility in meeting department and customer needs. - Required
• Complex Issue Resolution: Proven experience in identifying, analyzing, and resolving complex issues. Must provide examples of creative problem-solving in past roles. - Preferred
• Proven ability to coordinate multiple projects simultaneously, and complete assigned tasks accurately and on a timely basis. Must provide examples from work experience of maintaining a high degree of accuracy associated with high volumes of work and/or multiple duties. - Required
• Demonstrated strong attention to detail with excellent organizational skills and time management skills. Cite examples of organization and time management methods used to manage or prioritize workload demands. - Required
• Proven ability to resolve client issues independently, exercising sound judgment to recognize when escalation to a Manager is necessary. - Required
• Demonstrated excellent verbal and written communication skills with ability to convey information to internal and external customers in a clear, focused and concise manner. Ability to prepare correspondence, reports and forms using a prescribed format. Experience must include strong telephone communication and etiquette skills. - Required
• Demonstrated ability to perform effectively in high-stress environments with heavy workloads and multiple demands. - Required
• Proficient in Microsoft Office Products. - Required
• Experience with sales technology software. - Preferred

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Occasional after-hours work needed

Travel Requirements:

• 5% travel