Account Specialist

The Account Specialist works in a business to business environment supporting the needs of NGL’s agents and key accounts consisting of agencies, funeral homes and sales organizations. Work consists primarily of handling incoming and outbound calls, supporting various email boxes and internal processing work. The work is highly collaborative, partnering directly with colleagues in various areas within NGL including but not limited to Contracting, Commissions, Processing, Claims, Sales and Legal. The Agent Solutions Coordinator strives for one contact resolution, responsibilities include having a working knowledge and understanding of NGL sales processes and materials, and being able to explain and promote various incentive campaigns, products, forms and processes to our business partners.

*This position is preferred hybrid. We are based out of Madison, WI. 

• 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
• Nurture and maintain account relationships with NGL.
• 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 case
• 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. Collaborates with Senior team members and leadership to identify and implement solutions for department inefficiencies, call trends, and gaps in knowledge
• Comfortable shadowing and being shadowed by others

• 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 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 knowledge of NGL systems

• 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

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

• Knowledge of NGL insurance products, partners and markets

Education

One year post high school education or equivalent experience, required

WI Life Insurance license or WI Preneed certification, preferred

LOMA 280 and 290 with ACS certification, preferred

Experience

A minimum of 3 years experience in customer service or sales.