SAM Support Specialist - Travel - Glastonbury, CT or Remote

Crum & Forster • Glastonbury, CT

2d • Hybrid

About The Position

The SAM Support Specialist is a position within our Sales and Account Management (SAM) Team. This role acts a resource for the Account Managers, as well as Travel Advisor (TAS) partners. In this role, the SAM Support Specialist will utilize their in-depth knowledge of the Travel Insured Retail, Group, and Wholesale product lines, along with distribution technology. This role is responsible for assisting our advisor partners, as well as delivering training that supports the Sales and Account Management Team. This includes providing day-to-day support along with answering questions and assisting our Account Managers with their client needs. The incumbent for this role will be responsible for assisting the team in call and case queues to ensure 80% service level agreement expectations are met, as well as presenting to our partners.

Requirements

• A Bachelor’s Degree or equivalent is required
• Proficiency in MS Office: Intermediate to Advanced level proficiency in MS Excel and MS PowerPoint are required
• Personal Lines/Casualty License is required
• 10% Travel is required for this role and may include International travel
• The ability to support regular evening and weekend trainings is required

Nice To Haves

• 3+ years of Sales Support experience (or a similar complex administrative role) is preferred
• Proficiency in Salesforce.com is preferred
• Travel Sales industry experience is preferred
• Previous experience delivering Training is preferred

Responsibilities

• Provide exceptional customer service regarding travel products and services; including, promptly responding to email and telephone requests for policy adjustments, questions on coverage and technology platforms
• Prepare and host Trainings on both product information and technology platforms: create and record trainings for distribution and/or posting on the Advisor Dashboard; edit existing training (s), incorporates feedback gathered from participants/partners to improve training, processes, and products
• Keeps up to date on Presentation Technology and trends. Ensure clear communication throughout the conceptualization and implementation of training
• Process Partnership Agreements, including opening and closing accounts, address changes, changes in commission structure, etc.
• Assist Account Managers to ensure accurate information is housed in Salesforce.com, including but not limited to, existing customer profiles, complete prospect and suspect information, project identifications with timelines and competitive products installed
• Adherence to Case Management process, including the input or review of cases reported by account managers/accounts for exception requests/changes to ensure completion and assign to appropriate person for resolution; refer high profile cases through the Case Management process to the Senior Account Administrators for immediate processing
• Leadership of the initiative for our Agent Engagement - Social Media
• Identify any Operational issues and escalate, including working with QA to resolve issues
• Manage the Advisor Compensation program with our Finance Team: research and provide feedback on commission
• Perform various Administrative duties for the Sales and Account Management Team
• Provide licensing and compliance support

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing
• Tuition reimbursement
• Industry-related certifications
• Professional training
• Matching donation program
• Volunteer opportunities
• Employee-driven corporate giving program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level