Onboarding Specialist

Onboarding Specialist

NCC is searching for an Onboarding Specialist to add to our growing team. Do you have a background in high-volume hiring and onboarding, customer success, or implementation? Do you enjoy helping others navigate complicated processes and providing a world-class experience? This role onboards independent insurance agents and agencies nationwide, prepares them to be successful, and guides them through the contracting process for senior health insurance products offered by various insurance carriers.

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 of 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 good 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, HR, and/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 AgencyBloc and/or HubSpot CRM platforms

Compensation

Exempt/Salaried plus bonus

Please note - this role can be in-office, hybrid based in Knoxville, TN, or remote with periodic travel to our home office (2-4x/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 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, the ability to see and read information on a computer screen and printed documents, speak, understand, and write English fluently, and perform 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.