Agent Experience Specialist (Hybrid - In Office 10 days/Month)

NGL - National Guardian Life Insurance Company
Madison WI, 53701

Job Description

Position Summary

The Agent Experience Specialist is responsible for providing best-in-class customer service and delivering exceptional business-to-business support for NGL’s agents and key accounts, including agencies, funeral homes, and sales organizations. The position's primary responsibility is handling a high volume of inbound and outbound calls to assist with inquiries, resolve issues, and provide one-contact solutions whenever possible. This role also involves managing email communications and handling internal processing tasks. Collaboration is essential, as the Agent Experience Specialist regularly partners with NGL teams across departments, such as Contracting, Commissions, Processing, Claims, Sales, and Legal. Success in this role requires a working knowledge of NGL's sales processes and materials, as well as the ability to explain and support incentive campaigns, products, forms, and other resources to our business partners.

Responsibilities

Customer Support
- Provide friendly, thorough support to agents, marketing partners, funeral homes, and customers, demonstrating empathy and professionalism in all interactions.
- Build strong relationships with partners by showing flexibility and appreciation for their concerns, enhancing their experience with NGL.
- Take thorough, complete phone messages for processing or follow-up, and document all interactions in the Customer Relationship Management (CRM) database.
- Clearly convey NGL requirements and, when necessary, escalate calls appropriately based on tone or context.
- Manage and complete outbound support tasks within required timeframes, using knowledge of NGL processes to communicate requirements on pending applications and in-force policies. Document all outbound program progress for clarity and continuity, and initiate leads in CRM for Sales follow-up.
- Guide agents to improve their interactions with NGL, providing feedback to agents and field managers as appropriate and escalating issues when needed for further follow-up or training.

Service Delivery & Issue Resolution
- Consistently meet service levels on all Agent Experience phone lines, service boxes, and Agent Support channels, with flexibility to adjust coverage as needed.
- Manage daily contact volume efficiently and strive for one-call resolution whenever possible.
- Take full ownership of requests, proactively gathering information and collaborating with other departments to ensure resolutions.
- Be proactive in escalating issues and recommending solutions, and communicate any concerns, training opportunities, or trends to team leadership.
- Collaborate effectively with teammates to address and resolve questions or issues in a timely manner.
- Resolve inquiries regarding licensing, contracting, commissions, new business, product details, compliance, and more; maintain knowledge of product variations and special handling requirements.
- Analyze and recommend solutions to complex issues in partnership with other specialists and management.

Team Effectiveness & Collaboration
- Provide support through team email inboxes, responding promptly and professionally to all requests and documenting information accurately for team reference.
- Stay aware of key dates (e.g., month-end, year-end, contests) to support partner goals and screen and document new agent leads in lead software.
- Keep the team informed of urgent updates, escalations, and significant changes.
- Share updates and changes with the team to ensure proper coverage, equitable workload distribution, and consistent communication.
- Professionally address questions from other departments, supporting cross-functional programs, projects, and tasks as needed.
- Collaborate with other departments to review and enhance processes, recommending training or resources to better support partners.

Process Improvement
- Monitor NGL processes, guidelines, and agent tools for improvement opportunities and communicate suggestions to relevant teams.
- Propose and develop updates to internal processes, forms, and workflow tools to meet evolving agent needs.
- Recommend improvements to agent portals, software, forms, and applications to enhance usability and value for all users.

Additional Duties
- Perform other related work as requested or required.

Qualifications

Knowledge, Skills, and Abilities

Advanced customer service skills, conveying professionalism, flexibility and empathy in all interactions

Excellent oral and written communication skills that convey confidence, including the ability to appropriately coach callers to improve future interactions

Strong active listening skills with the ability to paraphrase, summarize and ask clarifying follow-up questions.

Strong interpersonal skills and ability to transform negative interactions into positive ones

Ability to quickly learn and maintain advanced knowledge of preneed, final expense, and other insurance products

Strong ability to learn new things quickly and adeptly handle issues that arise even when unfamiliar

Strong initiative with the ability to work under minimal supervision, to exercise good judgment and creatively solve problems or issues

Ability to handle multiple tasks and work well under pressure

Intermediate computer skills with the ability to perform tasks and work in Microsoft Word, Outlook and Excel

Ability to learn NGL systems and work towards proficiency

Excellent organizational skills and strong attention to detail

Strong team and goal orientation with ability to work a flexible schedule to meet the requirements for service availability

Education Requirements

Min/Preferred	Education Level	Description
Minimum	High School or GED

Years of Experience

Minimum Years	Description
1	A minimum of one year of experience in customer service supporting and resolving customer inquiries, or sales experience required with two to three years preferred.

ADA Requirements
NGL is committed to the full inclusion of all qualified individuals. Therefore, we will ensure that all individuals with disabilities are provided reasonable accommodations to meet the physical demands in the work environment described in order to perform essential job functions successfully.

Physical Demands

Demand	Description	Frequency
Standing/Sitting	Must be able to remain in a stationary position, often standing or sitting for prolonged periods.	Frequent
Walking	Needs to move about inside the office or workspace to access file cabinets, office machinery, etc.	Occasional
Lifting/Carrying	Ability to move objects and files up to 20 pounds in all directions.	Occasional
Pushing/Pulling	Ability to exert force upon an object, or draw an object toward oneself to move or change its direction such as doors and carts.	Occasional
Use of Hands/Fingers	Operates standard office equipment such as computers, keyboards, phones, photocopiers, filing cabinets and fax machines.	Frequent

Working Conditions

Disclaimer

The responsibilities described are not a comprehensive list of each task that may be given to the employee in this role. Duties, responsibilities and activities of the position may change at any time to meet the needs of the company.

Hours 9:30 – 6:00p Mon – Thursday
8:30 – 5:00p Friday
10 days a month in Office
Any 10 days, except for one Thursday a month for the required in office for team meetings. (This typically is the 3rd Thursday)

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NGL - National Guardian Life Insurance Company

If you are looking for a job helping us bring the best possible service to our customers or partners, join our family. Our employees are what makes us an industry leader!

NGL offers employee benefits that are designed to offer solutions to help meet your unique life needs. From work/life balance to retirement to income protection, health and wellness or our additional benefit options, there are a variety of benefits and resources to meet employee needs.

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