Job Title: Account Manager
The Account Managers provides support to our preneed and final expense marketing partners, agents and funeral homes working in our active sales line. This support has significant impact on meeting company objectives for both annual sales and being recognized as the leader in the preneed market place, requiring high level of sensitivity, professionalism and responsiveness in all interactions.
1. Provide Agent Support coverage ensuring resolution of 90% or more of calls and emails
A. Maintainan Agent Support group service of 90% or above with ability to set and adjust coverage schedule, as needed.
B. Maintain an individual service availability level of 93% or above, collectively meeting the 90% team goal.
C. Ability to handle at least 60 contacts daily accurately and efficiently.
D. Maintain one call resolution whenever possible.
E. Take detailed and complete phone messages, as needed, for processing or follow up.
F. Document all conversation with Funeral Homes, agents and marketing partners in salesforce.com
G. Be solution driven: escalate situations as needed while recommending a course of action.
H. Advise Supervisor of potential concerns, training opportunities, and trends as they are discovered.
I. Answer any questions brought to you by other members of the team or other departments
2. Provide friendly, though support to our agents, marketing partners, funeral homes and customers, conveying sensitivity and professionalism in all communications.
A. Establish good working relationships with our agents, marketing partners and funeral homes that enhance their perspective of our company through empathy, flexibility and appreciate 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 solutions.
C. Resolve questions regarding licensing and contracting, commissions, new business, supplies, product/premiums, procedures, myCompany.com, reporting and compliance requirements.
D. Maintain knowledge of all marketing partners, product variations and special handling situations
E. Work with other Specialists and management to analyze and recommend solutions to difficult situations, problems and complaints that arise from our agents, marketing partners and funeral homes.
F. Convey and support company requirements 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. Convey both internal and external empathy for situation, balancing the needs of NGL, the agent and customer in all interactions.
H. Be aware of key time throughout the year such as month end, year end, contest end dates and work in queues to help ensure marketing partner 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. In-force policy follow up
3. Other support programs as needed
B. Provide sufficient documentation and tracking, depending on program procedures, to ensure others are able to understand the progress and status of all outbound programs.
1. Lead program, complete lead from Salesforce.com for Marketing to follow up
C. Provide support via Agents e-mail box
1. Respond quickly and professionally to all requests and concerns
2. Forward to the agent support team all e-mails that are considered FYI or general knowledge
D. Provide guidance to our agents to improve their interactions and success with our company.
1. Provide immediate feedback and document appropriately.
2. Know when to escalate and provide additional feedback to Partner Support for follow up/training
E. Provide complete, professional communications with all agents and employees of our company.
4. Actively monitor NGL processes, guidelines and agent tools that do not meet the needs of our agents and marketing partners and communicate suggestions to appropriate teams and departments..
A. Indentify opportunities for improvement and suggestions to resolve needs, including internal processes and procedures, requirements, forms, workflow processes and other programs.
B. Recommend updates for myCompany.com to ensure this is an accurate and valuable resource for all users.
C. Communicate all updates and changes with team, Preneed Services and other departments, as appropriate.
D. Follow/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 & confidentiality
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 appropriate coach callers to improve future interactions.
C. Strong interpersonal skills and ability to transform negative interactions into positive ones.
D. Ability to quickly learn and maintain advanced knowledge of preneed, final expense, and other insurance products.
E. Strong ability to learn new things quickly and adeptly handle issues that arise even when unfamiliar.
F. Strong initiative with the ability to work under minimal supervision, to exercise good judgement and unfamiliar.
G. Ability to handle multiple tasks and work well under pressure.
H. Intermediate knowledge of ID3, Mycompany.com, Saleforce.com, OnBase, and company app.
I. Excellent organizational skills and strong attention to detail.
J. Strong team and goal orientation with ability to work flexible schedule to meet the requirements for service availability.
Education and Training
A. One year post high school education or equivalent experience
B. Wisconsin Life Insurance license (preferred)
C. Ability to obtain Wisconsin Preneed Certification training within 6 months
D. LOMA 280 and 290 with ACS preferred.
A. Three years experience in customer service or sales