Life Product Cordinator
Job Title: Life Product Cordinator
The primary responsibility of this position is to build and support relationships through advanced phone and administrative support to our partners and agents. This support has significant impact on meeting company's objectives for both annual sales and being recognized as the leader in the marketplace. This position requires a high level of friendly, sensitive, professional and responsive communication in all interactions.
1. Provide excellent customer support to our customers, partners, agents and internal staff conveying professionalism and depth of knowledge on various incoming support phone lines. (45%)
A. Build relationships with our partners and agents that enhance their perspective of our company through proper use of information and empathy.
B. Take ownership of requests, demonstrate initiative to find the information needed, working with other departments to properly resolve or escalate to obtain resolution.
C. Maintain and update knowledge of product variations and special handling situations.
D. Help the team maintain a service level at or above goal
E. Maintain efforts to support a one call resolutions
F. To take detailed and complete phone messages, as needed, for processing or follow up including sufficient documentation and tracking.
G. Maintain acceptable quality call scores
2. Manage case requirements (30%)
A. Work with customer service via phone, email and physical correspondence communicating requirements for pending cases.
B. Work with internal staff in various departments to coordinate support to resolve pending cases
C. Provide timely, accurate and professional written communication in response to inquiries received on the team external email support box
3. Assist in processing NB applications and audit newly issued policies (15%)
A. Help team maintain turnaround times by processing new and pending applications in the application workflows.
B. Follow all company and state guideleines
C. Audit new issued cases to ensure the company signature guidelines and other supporting guidelines are satisfied, including verifying policy ownership, health questions and underwriting class.
D. Report errors and make corrections when in audit process
4. Professional conduct and support within the team
A. Communication and coordinate with teammates to ensure phone coverage is maintained at all times.
B. Ensure customer privacy in and around your workspace and in all communications with customer, agents, agencies, partners, and coworkers.
C. Represent LPT on various projects and initiatives as needed.
D. Support the team procedures and document suggested changes, share suggestions with senior team staff, supervisor and during team meetings.
E. Perform other duties as requested
Required Knowledge, Skills and Abilities:
A. Advanced interpersonal 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 initiative with the ability to work under minimal supervision, to exercise good judgement creatively solve problems or issues.
D. Maintain attendance and phone availability per schedule
E. Ensure privacy in and around workspace and communications with all customers and coworkers.
F. Strong ability to learn new things quickly and ability to positively handle change
G. Working knowledge of company systems and PC programs
H. Ability to handle multiple tasks and work well under pressure.
I. Excellent organizational skills and strong attention to detail.
J. Knowledge of ILA market and products
Education and Training
A. Two years of post high school education or equivalent experience
B. LOMA - ALMI and ACS goal
A. Two to five years customer service experience.
B. One year prior insurance or financial experience or equivalent