Operations Support Specialist - Knoxville, United States - Senior Financial Group

Description

**Operations Support Specialist**

Agent Support Knoxville, Tennessee Minimum Experience **Mid-level** NCC is searching for a problem-solving Operations Support Specialist to add to our growing team.

Personal Characteristics and Competencies

someone who loves organizing and who has the highest attention to detail

a naturally strong and effective communicator: over the phone, in person, virtually, and in writing

a highly organized individual who can plan, prioritize, and meet deadlines

a service and growth-oriented individual who enjoys helping others succeed and grow

a self-managed and motivated individual who enjoys the freedom to develop, create, and innovate

someone who enjoys offering solutions and process improvements

a positive, team-oriented, personable individual who connects well with all types of people to build lasting and productive business relationships with agents and colleagues

a persistent individual who is committed to doing the work necessary for success

a flexible individual who is willing and able to adjust to the inevitable changes of the insurance market and learn new information

a professional individual who remains calm when problem-solving

an individual who manages time well and can juggle multiple priorities

a discerning and insightful person who enjoys the process of listening carefully and engaging with others on the team as well as agents

a highly intelligent individual who can learn new software programs and solve problems

Knowledge, Skills, and Abilities

able to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation

able to apply knowledge of business process design techniques that encourage a critical, fresh look at key processes and focus on optimizing organizational performance

able to apply knowledge of major functional processes and associated operating requirements

effectively navigate multiple CRMs (Customer Relations Management systems) as a super-user

have a knack for reporting and analysis

communicate effectively by phone and enjoy communicating by phone

follow up by email promptly, clearly, and professionally, with proper grammar and spelling

accurately document client communications and information in internal databases

work quickly and expertly with Microsoft Office Suite products

effectively organize and prioritize, meeting deadlines and delivering results

possess strong skills in developing and nurturing cooperative relationships with varying stakeholders

analyze large amounts of information, remain up to date on changes in that information, and be able to clearly and accurately present that information to others

strong communication skills, analytic skills, business acumen, and relationship-building skills

must have the ability to handle sensitive situations, confidential material in a reliable and professional manner

must recognize problems and use good judgment for quick resolutions

must demonstrate poise, tact, diplomacy, and good judgment

team player with the desire to learn and collaborate

Responsibilities

provides administrative point support to operational teams and agents as needed

leads a critical operational support service, process, capability, or initiative within an operational unit and ensures performance and/or risk indicators are met

gathers and communicates performance statistics and reports to internal stakeholders

promotes and monitors the production workflow and assists team members with escalated process issues

actively work behind the scenes to maintain accurate information internal and external resources on the appropriate platform (shared drives, SharePoint, Teams, NCC website, CRMs, etc.)

collaborate with the marketing team to prepare data and content for wider consumption to current and prospective agents

remain up to date on the senior insurance market and products

take point on keeping various forms of documentation for agents and team members up to date and effective

demonstrate and highlight NCCs value proposition on a continual basis, assisting agents as needed with information, supplies, resources, etc.

collaborate across SFG and NCC for process improvements, cross-training, and to increase the value we offer to agents and agencies

Basic Job Requirements

AS or equivalent combination of education and experience

experience and demonstrated success with operations, administrative support, process improvement, and/or quality improvement

high level of technology/business acumen

able to quickly and expertly locate and organize information for others in an intuitive manner

computer and internet proficiency, especially proficiency with Microsoft Office Suite (advanced Excel skills)

experience working with a CRM (Customer Relations Management system)

proficient communication in English (verbal and written); excellent grammar and spelling

experience with online training platforms and videoconferencing tools, e.g., Teams, WebEx, GoToMeeting, Zoom

Preferred Qualifications

BA/BS or equivalent combination of education and experience

demonstrated knowledge of Medicare and other Senior insurance products

understanding of the insurance carrier-agent ecosystem

experience with Agency Bloc, HubSpot

experience with a Field Marketing Organization (FMO) or insurance carrier

entrepreneurial experience, large or small

community/volunteer leadership experience

Compensation

Hourly plus bonus

*NCC is a Field Marketing Organization (FMO) that distributes and markets insurance products to independent insurance agents. We specialize in senior insurance products and find satisfaction in knowing that our understanding of our products, and the information we share with our agents, ultimately helps seniors across the country navigate the sometimes-confusing world of insurance options and make the best possible decisions for their present and future.*

*This position requires interaction with people and technology while either standing or sitting. To best serve our customers on the phone, face-to-face, or the computer, all employees must be able to communicate with or without reasonable accommodation. While performing the duties of this job, the team member must be able to sit for extended periods (position is primarily sedentary) and be able to enter information by keyboard at a reasonable rate of speed. This role requires acute hearing ability, seeing and reading information on a computer screen and printed documents, speaking, understanding, and writing English fluently, and performing repetitive hand motions.*

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.*

Location Knoxville, Tennessee Minimum Experience Mid-level