Operations Support Specialist

4 weeks ago

Knoxville, United States Senior Financial Group Full time

**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

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