Support Specialist (Funeral Home) - Hybrid / In Office 10 days/Month

We are adding a Support Specialist (Funeral Home) to our team! This is a hybrid position requiring to be In-Office 10 days per month.

Who We Are:

Since 1909, National Guardian Life Insurance Company (NGL) has been one of America’s most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for life’s journey, giving people the financial stability, careful guidance and peace of mind to lead a life filled with confidence, dignity and grace.

NGL's Core Values – integrity, dependability, collaboration, compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders, partners, funeral homes and each other. We believe in creating an inclusive, welcoming environment for all where diversity is celebrated, and everyone is encouraged to live their best, most authentic self. We offer Employee Resource Groups for employees to get involved, learn, network, and offer professional and personal development opportunities.

With over 100 years of experience, our passion is to serve people. Learn more. 

Work Environment: NGL offers a flexible work environment where employees can work fully remote, hybrid or onsite at our Madison, Wis. office. We support virtual working arrangements in certain states outside of WI.

A Day in the Life:

This position provides an opportunity to demonstrate an excellent level of professional customer support to all internal and external customers via phone and written communication. The Customer Solutions Specialist I is responsible for phone support, submitting service requests and written communication according to procedures, and focusing on customer retention by providing a high level of friendly, compassionate, professional and responsive communication. A thorough understanding of processes and procedures across various product lines, and an ability to achieve consistent performance metrics is required. It is also just as important to contribute to and maintain a positive, healthy, team-oriented culture. Work is performed under general supervision.

Primary Responsibilities: 

• Delivers high-quality communication primarily over the phone with callers while utilizing critical thinking and problem-solving skills to help find appropriate solutions
• Skilled in writing clear and detailed notes and instructions on each call
• Effectively writes emails, letters, and other forms of written communication with external customers needing documentation or letters
• Leverages resources and reaches out to others when needing support or assistance with escalated situations
• Utilizes various systems to locate applicable information and details for each call
• Accountable for personal growth and performance metrics
• Contributes in a supportive and positive manner with coworkers
• Works across the team to ensure coverage with incoming calls and written communication
• Completes assigned processing work, projects, tasks, and/or milestones by agreed upon due date
• Suggests solutions that meet the immediate and potential future needs and requests of our external and internal customers

Schedule: This is full-time hourly position with a schedule of Monday through Friday, 8:30a - 5p.  Full time hours in office during training (up to 4 weeks as needed for employee success).  Two days in office required after training is completed.   

Essential to Your Success:

• Strong oral and written communication skills that convey confidence, professionalism and empathy
• Ability to follow procedures for processing and professional phone conversations as well as hold/transfer procedures
• General computer knowledge with the ability to learn NGL Systems
• Basic typing skills
• Good analytical and critical thinking skills
• Ability to work in a team environment
• Detail oriented and organized
• Ability to gather, analyze, and record information skillfully
• Ability to complete tasks while talking

Education Requirements:

• Minimum: High School or GED
  
• Preferred: Other
  • Wisconsin Preneed Certification
  • LOMA 280 and 290 with ACS goal

Years of Experience:

• One to two years of customer service, call center experience preferred
  

What We Offer:

At NGL, we provide a comprehensive Total Rewards package that includes competitive base pay and benefits designed to offer solutions to help meet your unique life needs.

Benefits:

• 20 days of Paid Time Off growing to 25 days after 5 years
• 11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
• Health care, dental and vision plans
• Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account 
• Annual bonus based on company performance
• Paid Parental Leave
• 401(k) match up to 9%
• Paid Sabbatical after 8 years
• Paid Volunteer Time
• Education Assistance Program
• Employee Recognition Program
• And much more!

Click here to learn more about our comprehensive Total Rewards program.

NGL is committed to creating a diverse environment and is an Equal Opportunity Employer. Qualified applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

NGL is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact hrmadison@nglic.com.