Month

National Guardian Life Insurance Company•Madison, WI

1d•Hybrid

About The Position

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.

Requirements

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
Minimum: High School or GED
One to two years of customer service, call center experience preferred

Nice To Haves

Preferred: Other
Wisconsin Preneed Certification
LOMA 280 and 290 with ACS goal

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

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!