- Provide friendly, thorough support to our agents, marketing partners, funeral homes and customers, conveying sensitivity and professionalism in all communications.
- Establish good working relationships with marketing partners, agents, and funeral homes that enhance their perspective of NGL through empathy, flexibility and appreciation of their concerns.
- Take ownership of all requests, showing the initiative to find the information needed, working with other departments as needed to offer resolutions.
- Resolve questions regarding licensing and contracting, commissions, new business, supplies, product/premiums, procedures, myNGLIC.com, reporting and compliance requirements.
- Maintain knowledge of all marketing partners, product variations and special handling situations.
- Work with other specialists and management to analyze and recommend solutions to difficult situations, problems or complaints that arise from our agents, marketing partners and funeral homes.
- Convey and support NGL 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.
- Convey both internal and external empathy for situations, balancing the needs of NGL, the agent and customer in all interactions.
- Stay current of key dates and seasons throughout the year such as month end, year end, contest end dates, and work in queues to help ensure marketing partner goals are met.
- Screen new agent leads and enter viable leads into lead software.
| - Deliver high-quality communication primarily over the phone with callers while utilizing critical thinking and problem-solving skills to help find appropriate solutions.
| - Write clear and detailed notes and instructions capturing each call.
| - Draft emails, letters, and other forms of written communication effectively with external customers needing documentation or letters.
| - Leverage resources and reaches out to others when needing support or assistance with escalated situations.
| - Utilize various systems to locate applicable information and details for each call.
| - Accountable for personal growth and performance metrics.
| - Contribute in a supportive and positive manner with coworkers.
| - Work across the team to ensure coverage with incoming calls and written communication.
| - Complete assigned processing work, projects, tasks, and/or milestones by agreed upon due date.
| - Suggest solutions that meet the immediate and potential future needs and requests of our external and internal customers.
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