Agent Solutions Coordinator (Hybrid - In Office 10 days/Month)

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  "location": {
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    "id": "333",
    "isRemote": null,
    "location": {
      "city": "Madison",
      "state": "Wisconsin"
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    "departmentId": "18704",
    "locationType": "2",
    "jobOpeningName": "Agent Solutions Coordinator (Hybrid - In Office 10 days/Month)",
    "departmentLabel": "Agent Solutions",
    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "Madison",
      "state": "Wisconsin",
      "postalCode": "53703",
      "addressCountry": "United States"
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    "datePosted": "2026-04-15",
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    "description": "<p>We are adding an <span style=\"font-weight: bold\">Agent Solutions Coordinator</span>!  This is a hybrid position requiring individuals to work in office 10 days per month; or as needed for business needs.  </p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Who We Are:</span></p>\n<p><span>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.</span></p>\n<p><span> </span></p>\n<p><span>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 </span><span>Employee Resource Groups for employees to get involved, learn, network, and offer professional and personal development opportunities.</span></p>\n<p><br></p>\n<p><span>With over 100 years of experience, our passion is to serve people. <a href=\"https://www.youtube.com/watch?v=JlB7J8740hU\" target=\"_blank\" rel=\"noopener noreferrer\">Learn more</a>. </span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">A Day in the Life:</span></p>\n<p><span style=\"font-family: Lato, sans-serif; font-size: 15px\">The Agent Solutions Coordinator 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.</span></p>\n<p><span> </span><span> </span></p>\n<p><span style=\"font-weight: bold\">Primary Responsibilities: </span></p>\n<ol></ol>\n<ul>\n<li><span style=\"font-family: Lato, sans-serif; font-weight: bold\">Maintain service levels of 90% or above on all Agent Solutions phone lines and service boxes</span>\n<ul>\n<li><span style=\"font-family: Lato, sans-serif\">Maintain an Agent Support group service level of 90% or above with ability to set and adjust coverage schedule, as needed</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Demonstrate schedule adherence through an individual adjusted service availability of 90% or above</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Maintain an individual call quality score average of 85% while supporting the primary team phones lines</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Ability to handle at least 60 contacts daily accurately and efficiently</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Maintain one call resolution whenever possible</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Take detailed and complete phone messages, as needed, for processing or follow up</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Document all conversations with funeral homes, agents, and marketing partners in Customer Relationship Management tool</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Be solution driven: escalate situations as needed while recommending a course of action</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Advise team leadership of potential concerns, training opportunities, and trends as they are discovered</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Utilize your resources effectively, be a good resource for your teammates working collectively to resolve questions and issues where needed in a timely manner</span></li>\n</ul>\n</li>\n<li><span style=\"font-family: Lato, sans-serif; font-weight: bold\">Provide friendly, thorough support to our agents, marketing partners, funeral homes and customers, conveying sensitivity and professionalism in all communications. </span>\n<ul>\n<li><span style=\"font-family: Lato, sans-serif\">Establish good working relationships with marketing partners, agents, and funeral homes that enhance their perspective of NGL through empathy, flexibility and appreciation of their concerns</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Take ownership of all requests, showing the initiative to find the information needed, working with other departments as needed to offer resolutions</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Resolve questions regarding licensing and contracting, commissions, new business, supplies, product/premiums, procedures, myNGLIC.com, reporting and compliance requirements</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Maintain knowledge of all marketing partners, product variations and special handling situations</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Work with other specialists and management to analyze and recommend solutions to difficult situations, problems or complaints that arise from our agents, marketing partners and funeral homes</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Convey and support NGL requirements accurately to callers, helping them better understand why our requirements are necessary, and recognize when it is necessary to escalate the call based on tone, request or caller</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Convey both internal and external empathy for situations, balancing the needs of NGL, the agent and customer in all interactions</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Aware of key dates and seasons throughout the year such as month end, year end, contest end dates, and work in queues to help ensure marketing partner goals are met</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Screen new agent leads and enter viable leads into lead software</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Keep the team appraised of urgent case updates, escalated situations and important changes</span></li>\n</ul>\n</li>\n<li><span style=\"font-family: Lato, sans-serif; font-weight: bold\">Administer and manage effective outbound support</span>\n<ul>\n<li><span style=\"font-family: Lato, sans-serif\">Complete assigned outbound support duties in acceptable timeframes</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Use knowledge of NGL New Business processes and procedures to evaluate pending applications and effectively communicate requirements to the agent</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Use knowledge of NGL Customer Service and Processing processes and procedures to effectively communicate and follow-up on in-force policies as needed</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Address and respond to questions and concerns from other departments in a professional and timely manner</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Support other programs, projects and tasks as needed.</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Provide sufficient documentation and tracking, depending on program procedures, to ensure others are able to understand the progress and status of all outbound programs</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Initiate the Lead program in CRM for Sales team to follow up</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Provide support via the various email boxes assigned to Agent Solutions</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Respond quickly and professionally to all requests and concerns</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Ensure information is properly documented and shared with team</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Provide guidance to our agents to improve their interactions and success with NGL.</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Provide feedback to agents and field managers and document appropriately</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Provide immediate feedback and document appropriately</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Know when to escalate and provide additional feedback to others for follow up/training</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Provide complete, professional communications with all agents and employees of NGL.</span></li>\n</ul>\n</li>\n<li><span style=\"font-family: Lato, sans-serif; font-weight: bold\">Actively monitor NGL processes, guidelines and agent tools that do not meet the needs of our agents and marketing partners and communicate suggestions to appropriate teams and departments. Work in conjunction with other teams and departments to review processes and procedures, including suggestions for training or other tools that improve partner support</span>\n<ul>\n<li><span style=\"font-family: Lato, sans-serif\">Identify opportunities for improvement and suggestions to resolve needs, including internal processes and procedures, requirements, forms, workflow processes and other programs</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Communicate all updates and changes with team, department and other areas, as appropriate</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Follow/update team procedures/guidelines in place for follow up, availability and PTO to ensure proper phone coverage and equitable distribution of work</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Present suggestions to appropriate individual, team or department and work with them on further development including conveying our customer needs, the need for flexibility and an understanding of the request from the funeral home or agent perspective</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Work collaboratively with others to implement improvements and changes</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Recommend updates for the agent portals and NGL software to ensure this is an accurate and valuable resource for all users</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Recommend updates for forms and applications to improve ease of agent use</span></li>\n</ul>\n</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #212529\">Schedule:</span></span><span style=\"color: #212529\"> This is full-time hourly position. Hours for this position are: Monday - Thursday and 9:30am-6:00pm CST and 8:30a-5p on Fridays.  Required three (3) days per week required in office during training and then two days per week once successful training is completed.  </span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Essential to Your Success:</span></p>\n<ul>\n<li><span style=\"font-family: Lato, sans-serif\">Advanced customer service skills, conveying professionalism, flexibility and empathy in all interactions</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Excellent oral and written communication skills that convey confidence, including the ability to appropriately coach callers to improve future interactions</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Strong interpersonal skills and ability to transform negative interactions into positive ones</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Ability to quickly learn and maintain advanced knowledge of preneed, final expense, and other insurance products</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Strong ability to learn new things quickly and adeptly handle issues that arise even when unfamiliar</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Strong initiative with the ability to work under minimal supervision, to exercise good judgment and creatively solve problems or issues</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Ability to handle multiple tasks and work well under pressure</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Intermediate knowledge of NGL systems</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Excellent organizational skills and strong attention to detail</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Strong team and goal orientation with ability to work a flexible schedule to meet the requirements for service availability</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Advanced customer service skills, conveying professionalism, flexibility and empathy in all interactions</span></li>\n<li><span style=\"font-family: Lato, sans-serif\">Knowledge of NGL insurance products, partners and markets</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Education Requirements:</span></p>\n<ul>\n<li><span>Minimum: High School or GED</span><br></li>\n<li><span>Preferred: Other</span>\n<ul>\n<li><span style=\"font-family: Lato, sans-serif; font-size: 15px\">Wisconsin Life Insurance license and Wisconsin Preneed certification</span></li>\n<li><span style=\"font-family: Lato, sans-serif; font-size: 15px\">LOMA 280 and 290 with ACS certification</span><br></li>\n</ul>\n</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Years of Experience:</span></p>\n<ul>\n<li><span style=\"font-family: Lato, sans-serif\">A minimum of 3 years experience in customer service or sales.</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">What We Offer:</span></p>\n<p><span>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.</span></p>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\">Benefits:</span></p>\n<ul>\n<li><span>20 days of Paid Time Off growing to 25 days after 5 years</span></li>\n<li><span>11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)</span></li>\n<li><span>Health care, dental and vision plans</span></li>\n<li><span>Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account </span></li>\n<li><span>Annual bonus based on company performance</span></li>\n<li><span>Paid Parental Leave</span></li>\n<li><span>401(k) match up to 9%</span></li>\n<li><span>Paid Sabbatical after 8 years</span></li>\n<li><span>Paid Volunteer Time</span></li>\n<li><span>Education Assistance Program</span></li>\n<li><span>Employee Recognition Program</span></li>\n<li><span>And much more!</span><br></li>\n</ul>\n<p><span> </span></p>\n<p><a href=\"https://www.youtube.com/watch?v=Lm1yKcKI-Ww\" target=\"_blank\" rel=\"noopener noreferrer\"></a><span><a href=\"https://www.youtube.com/watch?v=Lm1yKcKI-Ww\" target=\"_blank\" rel=\"noopener noreferrer\">Click here</a> to learn more about our comprehensive Total Rewards program.</span></p>\n<p><span><br><em>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.</em></span></p>\n<p><em><span> </span></em></p>\n<p><em><span>NGL is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact </span></em><a href=\"mailto:[email protected]\" target=\"_blank\" rel=\"noopener noreferrer\"><em>[email protected]</em></a><em><span>.</span></em></p>",
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