Sales Support Specialist

Position Summary:  The Sales Support Specialist is responsible for focusing on the overall experience of our clients and partners. The Sales Support Specialist will help ensure a comprehensive quality assurance program is completed, starting with our onboarding process. This is a cross-functional role, between the Support and Service teams, who will collaborate with numerous internal departments including Operations, Sales, and Systems. The Sales Support Specialist will be responsible for executing quality assurance and first-level reviews of business processes, including systems, which involve reviewing documentation to ensure activities are in line with the company policies and procedures. Will complete surveys and audits year-round for various products and services. Communicates with various levels of leadership. Participates in the planning, execution, and delivery of quality assurance-related initiatives.

The Sales Support Specialist will exercise independent judgement in the coordination of internal quality assurance but will seek approval before reaching out to external affiliates for review of processes. Will prioritize and manage multiple projects simultaneously. Must have the ability to work under time constraints and meet deadlines

Essential Tasks:

• Organize and maintain the implementation and service queue according to an outlined schedule on a daily, weekly, monthly, and quarterly basis.
• Responsible for maintaining and facilitating customer-facing communication around new products, services & system implementation. Will also help maintain customer feedback reporting and customer onboarding experience development.
• Work with Operations, Sales and Systems on reviewing all customer service escalations with applicable team members, including management, to resolve issues and create long-term solutions.
• Partners with the Operations team regularly to ensure all onboarding experiences are clearly communicated between the departments, potential issues are communicated, and the service queue is up-to-date with opportunity and performance information.
• Participates, tracks, and executes service and support projects as needed.
• Coordinates with customers to schedule training, communicate all onboarding expectations and update current portal information as needed.
• Conduct periodic project calls to discuss basic onboarding expectations, service flow, scheduling, and any other knowledge transfer about the implementation process.
• Performs specific targeted testing and monitoring of designated processes and transactional activities.
• Work with internal teams to communicate all service escalations to applicable internal teams in order to resolve issues and escalations.
• Helps coordinate, pre-fill and organize paperwork for the team in regard to implementations by delivering and communicating any updates to clients. Ensure signatures were received timely.
• Responsible for reporting, documenting, and escalating any system-related issues and functionalities.
• Identifies resources, looks for discrepancies, helps make corrections, alerts staff of needed authorizations/changes, and alerts management to potential problems.
• Help identify needs for system enhancements and upgrades.
• Evaluate systems and documents for accuracy, compliance, and consistent execution of internal processes and regulations to mitigate risk and protect the brand and reputation.
• May collaborate with leaders and internal partners to execute quality assurance activities.
• Creates reports and delivers assessment/evaluation results to appropriate levels of leadership.
• Serve as an informal subject matter resource, assisting the first line of defense with quality, compliance, and regulatory questions related to operational and business execution.
• Maintains and applies a proficient knowledge of industry products, services and processes. Expand job knowledge by participating in educational opportunities.
• Conducts seasonal file reviews on all product lines to ensure compliance and appropriate levels of quality are up-to-date and accurate.
• Attend regularly scheduled staff meetings.
• Will assist with development and documentation for training new employees.
• Acts as a resource for training new and/or existing employees.
• Help review and complete third-party contracting paperwork and contracts.
• Assist with the preparation, completion, and review of product RFP’s.
• Assist with review on all content generation of marketing collateral and media.
• Help assist with Group Meetings and Enrollments, as needed.
• Assist the management team with running activity reports as needed.
• Perform other duties and special projects as needed or required.

Core Competencies:

• Leadership: Display leadership skills and ability to motivate fellow employees (If applicable)
• Ability to Analyze and Solve Problems: Skill in recognizing challenges, exploring options, and implementing effective solutions in a timely manner
• Attention to Detail: A strong focus on completing tasks and projects accurately and thoroughly
• Communication Skills: Capable of expressing ideas clearly in both verbal and written forms and engaging with various audiences
• Timely Task Completion: Ability to finish tasks and projects efficiently, managing resources and priorities effectively
• Team Collaboration: Willingness to work together with others, promoting teamwork and supporting shared goals
• Client Focus: Dedication to understanding and addressing the needs of clients and stakeholders to ensure their satisfaction
• Dependability: Acknowledgment of the importance of being present and punctual.
• Creative Thinking: Openness to suggesting new ideas and methods to improve processes and outcome
• Organizational Skills: Capability to prioritize tasks and manage multiple projects simultaneously
• Adaptability: Willingness to adjust to changing situations and priorities, showing resilience in a dynamic work environment

Experience and Education:

• High School Diploma Required
• At least 2+ years of experience benefits field
• Must have knowledge of secretarial and office administrative procedures, and knowledge of use and operation of standard office equipment at a level generally acquired through 2+ years related experience

Licensing and Credentials:

• Group 1 Insurance License Required (must obtain within 3 months of employment)

Systems:

• Proficient with Microsoft Excel, Word, PowerPoint, and Outlook
• Applied Epic experience preferred, but knowledge of similar Account Management System (AMS) is acceptable

Physical Requirements:

• Ability to lift 25 pounds
• Repeated use of sight to read documents and computer screens
• Repeated use of hearing and speech to communicate on telephone and in person
• Repetitive hand movements, such as keyboarding, writing, 10-key
• Walking, bending, sitting, reaching and stretching in all directions

Benefits & Compensation: 

• Higginbotham offers medical, dental, vision, prescription drug coverage, 401K, equity incentive plan as well as multiple supplemental benefits for physical, emotional, and financial wellbeing. 
• Employee Wellness Program 
• Company paid holidays, plus PTO 

Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, Higginbotham Insurance Agency, Inc., and our partners, will not accept unsolicited potential placements from any source other than directly from the candidate or a vendor partner under MSA with Higginbotham.  Please do not contact or send unsolicited potential placements to our team members.