Onboarding Specialist

Do you have experience with high-volume onboarding, customer success, or implementation? Do you enjoy helping others navigate complicated processes and providing a world-class experience? Are you ready to join a small, supportive team that makes a difference in the lives of others?

National Contracting Center (NCC—www.nccagent.com) is searching for an Agent Onboarding Specialist to join our growing team. This role onboards independent (1099) Medicare insurance agents and agencies nationwide, prepares them for success, and guides them through the contracting process for senior health insurance products offered by various insurance carriers.

We offer:

• W2 team member role with a competitive base salary plus bonus
• Full benefits, including medical, dental, vision, telehealth, 401k with generous match (100% match up to 5%), student loan paydown assistance program, paid parental leave, paid compassionate leave (for pregnancy loss/miscarriage), paid caregiver leave, company-paid disability coverage, and more.
• Three weeks of PTO plus generous paid company holidays, including Twixmas We close our offices between Christmas and New Year's Day to give our team a chance to have quality family time after our busiest season (fall).
• A commitment to professional development and full access to LinkedIn Learning.
• A vibrant company culture that supports work-life balance, a growth mindset, and opportunities to teach and learn.
• A fulfilling career that helps others.

Please note that this role can be in-office/hybrid (Knoxville metro area) or remote (residing in TN, GA, SC, FL, MI, and KS) with periodic travel to our home office (currently twice a year).

Personal Characteristics and Competencies

• a naturally strong and effective communicator: over the phone, in person, virtually, and in writing
• an attitude of persistence and a “can-do” attitude
• 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 highly motivated individual who enjoys the freedom to develop, create, and innovate
• someone who comes to the table with solutions and effectively resolves issues and conflicts in a positive manner
• someone with excellent independent judgment, discretion, and negotiation skills
• a positive, team-oriented, personable individual who connects well with all types of people to build meaningful 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 in the insurance market and learn new information
• a professional individual who remains calm when problem-solving for a client defuses difficult situations, and focuses on the goal of creating and maintaining positive relationships
• an individual who manages time well and can juggle multiple priorities
• a discerning and insightful person who enjoys the process of listening carefully, engaging the customer, and treating each agent
• a highly intelligent individual who can learn new software programs and solve problems

Knowledge, Skills, and Abilities

• ability to actively listen for needs and interests, screen agents, respond to their needs, negotiate, and close
• a demonstrated, proactive “nurturing” mentality when it comes to agent satisfaction and retention
• an aptitude for matching people to opportunities
• thoroughly understand the insurance products provided through NCC
• effectively navigate multiple CRMs (Customer Relations Management systems) as required
• 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 knowledgeably with Microsoft Office Suite products
• effectively organize and prioritize, meet deadlines, and deliver 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, negotiation skills, business acumen, and relationship-building skills
• must have the ability to handle sensitive situations and confidential material in a reliable and professional manner
• must recognize discrepancies and use good judgment for quick resolutions
• must demonstrate poise, tact, diplomacy, and sound judgment
• team player with the desire to learn and collaborate

Responsibilities

• set expectations, and guide agents through the process of obtaining contracts and certifications with carriers for competitive products in their markets after the initiation/acquisition phase, including explaining the process, thoroughly answering questions, and solving problems that may arise
• partner with agents during the onboarding process to coach them on strategies for success, including new business structure, business plans, training needs, marketing ideation, and how agents can best use their time while in the contracting process; collaborate across the organization to coordinate resources to support agents
• use discretion to decide on behalf of the organization if the agent is still a good match for NCC to ensure that company resources are allocated wisely
• take ownership of the agent relationship during the onboarding process, working closely with the recruiting, contracting, training, marketing, commissions, and sales support teams to ensure a seamless agent onboarding experience
• ensure a smooth hand-off to the sales support team once the agent is ready to sell
• remain up to date and educated on the senior insurance market and products
• demonstrate and highlight NCC’s value proposition continually, ensuring agents are engaged partners in the process
• collaborate across SFG and NCC for process improvements, cross-training, and to increase the value we offer to agents and agencies

Basic Job Requirements

• BA/BS or equivalent combination of education and experience
• Experience and demonstrated success with high-volume onboarding, customer support, or account management
• high level of technology/business acumen
• computer and internet proficiency, especially proficiency with Microsoft Office Suite
• 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
• an excellent phone voice combined with the ability to speak clearly and communicate well by phone for 6+ hours per day
• some occasional domestic travel may be required for insurance industry events, recruitment events, etc.

Preferred Qualifications

• demonstrated knowledge of Medicare and other Senior insurance products
• previous experience recruiting, onboarding, or supporting independent contractors
• understanding of the insurance carrier-agent ecosystem
• experience with a Field Marketing Organization (FMO) or insurance carrier
• entrepreneurial experience, large or small
• community/volunteer leadership experience
• experience using SalesForce

Compensation

Exempt/Salaried plus bonus

Please note that this role can be in-office, hybrid (Knoxville metro area), or remote (we are set up for TN, GA, SC, FL, MI, and KS) with periodic travel to our home office (currently twice a year).

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 help 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 (the position is primarily sedentary) and 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.