Job Title: Account Coordinator
The primary responsibility of this position is to build relationships and to provide advanced administrative support to partners - Regional Consultants, Regional Directors, Funeral Homes, Counselors, Account Managers and Families. This support has significant impact on meeting company objectives for both annual sales and being recognized as the leader in the preneed marketplace. This position reguires a high level of friendly, sensitive, professional and responsive communication in all interactions
1. Provide advanced and friendly policy administration support to clients customers.
A. Maintain a service level of 90% or above with the ability to set and adjust coverage schedule, as needed
B. Maintain an individual service availability level of 85% or above, collectively meeting the 90% team goal
C. Ability to handle at least 40 calls daily accurately and efficiently .
D. Maintain one call resolution whenever possible and take ownership in all situations.
E. Be solution driven: escalate situations as needed while recommending a course of action
F. Take detailed and complete phone messages, as needed, for processing or follow up.
G. Provide ad-hoc training for Counselors and Account Managers on the correct procedures for applications and other company form/processes over the phone and via e-mail.
H. Advise Supervisor of potential concerns, training opportunities and trends as they are discovered
2. Provide friendly, through support clients stakeholders, as well as, our client families, conveying sensitivity and professionalismin all communications.
A. Build relationships with client's stakeholders that enhance their perspective of company through empathy, flexibility and appreciation of their concerns.
B. Take ownership of all requests, showing the initiative to find the information needed, working with other departments as needed to offer alternative resolutions.
C. Be the conduit for communication between client and company. Resolve questions regarding contracting, commissions, new business , supplies, product/premiums, procedures, myCompany.com, reporting and compliance requirements.
D. Maintain and update knowledge of product variation and special handling situations.
E. Work with other Specialists and management to analyze and recommend solutions to difficult situations, problems or complaints that arise.
F. Convey and support company requirements to accurately to callers, helping them better understand why our requirements are necessary, and recognize when it is necessary to escalate the call based on tone, request or caller.
G. Beaware of clients sales goals and work in queues near month end to help ensure monthly sales goals are met.
3. Administer and manage effective outbound support
A. Complete assigned outbound support duties in acceptable timeframes.
1. New Business application follow up
2. Develop and administer Counselor outreach programs
3. In-force policy follow up
4. Questions and concerns from other departments
5. Other support programs as needed
B. Provide support via the clients portal's e-mail box
1. Respond quickly and professionally to all requests and concerns.
2. Read and marl all e-mails that are considered FYI or general knowledge.
C. Provide sufficient documentation and tracking, depending on program procedure , to ensure others are able to understand the progress and status of all outbound programs.
D. Provide guidance to our agents to improve their interaction and success with our compny.
1. Provide feedback through appropriate channels regarding training issues
i. Provide immediate feedback to counselors and document appropriately.
ii. Know when to escalate and provide additional feedback to RC's and RD's for follow up/training.
4. Actively monitor company processes or guidelines that do not meet the needs of our client's partners. Work in conjunctions with other teams and department to review processes and procedures, including suggestions for training or other tools that improve partner support.
A. Identify opportunities for improvement and suggestions to resolve needs, including internal processes and procedures, requirements, forms, workflow processes and other programs.
B. Present suggestions to appropriate individual, team or department and work with them on further development including conveying our customer needs, the need for flexibility and an understanding of the request from the funeral home or agent perspective.
C. Work collaboratively with others to implement improvements and changes.
D. Recommend updates for myCompany.com and the client portal to ensure this is an accurate and valuable resource for all users.
E. Recommend updates for forms and applications to improve ease of agents use.
F. Participate in client visits.
G. Follow up/update team procedures/guidelines in place for follow up, availability and PTO to ensure proper phone coverage and equitable distribution of work.
5. Complete other assigned projects and tasks by agreed upon due date.
6. Maintain high standards of professionalism, ethics & confindentiality
A. Follow and support company guidelines and policyies
B. Maintain acceptable attendance
C. Ensure customer privacyin and around your workspace and in all communications with customers, agents, partners, Funeral Homes and coworkers.
Required Knowledge, Skills and Abilities
A. Advanced customer service skills, conveying professionalism, flexibility and empathy in all interactions.
B. Excellent oral and written communication skills that convey confidence, including the ability to appropriately coach callers to improve future interactions.
C. Strong interpersonal skills and ability to transform negative interactions into positive ones.
D. Advance knowledge of client market and products
E. Strong ability to learn new things quickly and adeptly handle issues that arise even when unfamiliar
F. Intermediate knowledge of ID3, MyCompany, company app, OnBase and Salesforce.
G. General knowledge of client portal
H. Strong initiative with the ability to work under minimal supervision, to exercise good judgement and creatively solve problems or issues/.
I. Ability to handle multiple tasks and work well under pressure
J. Excellent organization skills and strong attention to details
K. Strong team and goal orientation with ability to work a flexible schedule to meet the requirements forservice availability.
L. Ability to maintain satisfactory attendance according to written company policy.
Education and Training
A. Two year post high school education or equivalent experience.
B. Wisconsin Preneed Certification (within 1 year)
C. Wisconsin Life Insurance license (Preferred)
D. LOMA 280 and 290 with ACS preferred
A. One year company Agent Support Specialist experience preferred.
B. Three years experience in customer service or sales