Job Description

What you'll be doing:

Provide timely and accurate response to internal and external customers to include requests from brokers, agencies, CM Group subsidiaries, Direct distribution and others to support the retention of business. Serve as a key operation partner to sales and distribution teams by independently managing complex requests and workflows. Understand underwriting, sales, product, and service/processing philosophies and processes to make informed decisions, complete tasks independently, or escalate as appropriate. Work collaboratively in a team environment to attain unit and corporate goals and ensure customer satisfaction. Document and maintain processes and procedures and disseminate information to the team. Proactively identify, evaluate, and implement process improvement for continued efficiency and enhance customer experience.

Primary Job Responsibilities:

• Lead the development, maintenance, and continuous improvement of reporting; analyze trends and provide actionable insights to stakeholders.
• Oversee and ensure accuracy of data within the customer database; stay current on system upgrades and recommend enhancements.
• Independently manage and prioritize complex ad hoc requests, ensuring timely and accurate resolution.
• Maintain commission system software. This includes, but is not limited to, software maintenance and entering data for all commission eligible individuals. Troubleshoot system problems and resolve application issues.
• Ensure proper set-up of new accounts, ensuring compliance with internal standards and minimizing downstream errors.
• Provide support to Broker Account Managers as necessary.
• Provide backup for Sales Support Specialist.
• Provide assistance with special projects as requested.
• Identify areas for improvement, with recommendations for process, procedure, or system changes.
• Develop relationships and work within team and across departments to ensure customer tasks are completed and customer response expectations are achieved.
• Serve as a subject matter expert for systems, processes, and reporting; provide training and mentorship to team members.

Qualifications:

• Bachelor’s degree is preferred.
• Significant industry experience with a high school diploma or equivalent may be considered in place of a bachelor’s degree.
• A minimum of two years of experience in sales support, sales operations, or related administrative / analytical roles.
• Advanced Excel skills, including ability to export data into Excel for both analyzation and creation of simplified reporting tools for stakeholders.
• Strong analytical and decision-making skills, including the ability to evaluate workflows and implement solutions to address gaps and improve outcomes.
• Possess an elevated level of accuracy and ability to maintain confidentiality.
• Strong knowledge of company services, products, and organizational structure preferred.
• Comfortable working with multiple deadlines and ensuring stakeholders have awareness of project and monthly work status.
• Organizational and people skills to set priorities, manage time, and be responsive to customers.
• Excellent people skills necessary to perform in a fast-paced environment, handling multiple priorities and high-profile customers.
• Demonstrated ability to professionally communicate and collaborate with internal staff and external customers.
• Demonstrated desire and commitment to continually learn and strengthen knowledge, accept new challenges, and strive for personal improvement/growth.