Team Success Specialist, Highland Capital Brokerage

Operations Opportunity in Insurance Industry

Team Success Specialist, Highland Capital Brokerage

Location:         ALL LOCATIONS & REMOTE

Type:                Full-time

Salary: $50,000 - $60,000 per year + annual bonus 

Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, experience, and education. 

Our competitive salaries are just one component of Osaic’s total compensation package. Additional benefits include: health, vision, dental insurance, 401k, vacation and sick time, volunteer days and much more.  To view more details of what you can look forward to, visit our careers page: https://careers.osaic.com/Creative/Benefits 

Summary:

As a Team Success Specialist at HCB, you have the chance to be a part of an industry-leading department in Business Operations. As a Team Success Specialist, you will act as a strategic partner in your assigned functional area. You will be assisting with the prioritization and execution of continuous improvement initiatives. You will work with the Operations department leaders and business unit SMEs to manage systems, develop initiatives, and design processes that directly impact service and engagement. In this high-impact contributor role, you will be navigating internal and external customers, addressing customer queries, and identifying ways to improve workflow and efficiencies.  A top-notch Team Success Specialist will be someone can identify and implement cross-functional solutions while maintaining client and employee satisfaction.

Responsibilities:

• Partners with management and team members of assigned departments in the review and revision of current processes and workflows.
• Actively look for ways to improve the customer experience, incorporating customers into the CX service strategy
• Effectively coach, in a variety of ways, to drive team results for advisor satisfaction, service, quality, and productivity aligned to department objectives.
• Serve as a key contact to leaders within teams, representing process and service details as well as strategy.
• Have a keen focus on employee engagement while balancing productivity.
• Develop and maintain internal relationships inside and outside assigned departments to resolve service issues.
• Identify and take responsibility for addressing operational and organizational challenges that impact the team.
• Raising red flags wherever the business process needs correction to ensure the customer has a seamless experience with the company.
• Ability to show empathy when customer and/ or employee issues arise.
• Effectively adopt changing business needs and guide employees through shifting priorities.
• Actively seek opportunities to expand own sphere of influence through networking, knowledge sharing, and collaboration.
• Act as the primary point of contact with qualifying advisors and their staff, primarily via phone, email, and service requests (cases, tickets, etc.)
• Utilize Salesforce, Paperclip, Highland Brokerage, and Agency Integrator to process and research customer requests in timely manner.
• Educate financial professionals where to find information online.
• Pay close attention to detail and process work accurately.
• Partners to resolve complex issues that may involve multiple departments and persons.
• Work independently to make decisions regarding resolution of issues.
• Exercise judgment to know when to escalate issues to management or senior personnel.
• Take ownership of service failures and stay involved throughout the service recovery process.
• Work collaboratively with the other members of the team to ensure high-level of service and team goals are met.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Provide backup support for other members of the assigned team and independently coordinate service continuity during any work absence.
• Provide peer-to-peer training.
• Meet/exceed quality and production goals.
• Partners with department leadership to ensure that all published Service Levels are met/exceeded.
• Stay abreast of industry changes, business processes and firm rules.
• Assist with other projects as needed.
• Increase positive employee experiences that create value and satisfaction, retention, and growth, building on voice of the employee feedback, qualitative and quantitative data.
• Promotes employee engagement and communication through the use of various tools such as Yammer, Slido and Celebrate Moments.
• Partners with leadership to gauge employee performance and satisfaction through the use of internal and external surveys.
• All other duties as assigned.

Education Requirements:

• Bachelor’s Degree Preferred, H.S. Diploma or GED certificate + Significant Practical Experience will be considered.

Basic Requirements:

• A minimum of 3-5 years of customer support experience or relevant experience in operations, customer service, project management, or related field.
• Strong knowledge of processes and impact on the customer.
• Ability to cope with and persevere through frequent and unexpected changes.
• Strong interpersonal skills - exceptional oral and written communication skills with a strong attention to detail
• Excellent organizational skills, with the ability to handle multiple tasks.
• Ability to display relentless poise in a fast/high pressure and demanding environment with a heightened level of advisor dedication.
• Outstanding professional presence and positive customer service attitude.
• Excellent organizational skills, with the ability to handle multiple task.