[Hiring] SAM Support Specialist @Crum & Forster

Role Description

The SAM Support Specialist is a position within our Sales and Account Management (SAM) Team. This role acts as a resource for the Account Managers, as well as Travel Advisor (TAS) partners.

In this role, the SAM Support Specialist will utilize their in-depth knowledge of the Travel Insured Retail, Group, and Wholesale product lines, along with distribution technology. This role is responsible for assisting our advisor partners, as well as delivering training that supports the Sales and Account Management Team. This includes providing day-to-day support along with answering questions and assisting our Account Managers with their client needs. The incumbent for this role will be responsible for assisting the team in call and case queues to ensure 80% service level agreement expectations are met, as well as presenting to our partners.

Candidates would work 9:30am-6:00pm EST.

What you will do:

• Provide exceptional customer service regarding travel products and services; including, promptly responding to email and telephone requests for policy adjustments, questions on coverage and technology platforms.
• Prepare and host Trainings on both product information and technology platforms: create and record trainings for distribution and/or posting on the Advisor Dashboard; edit existing training(s), incorporate feedback gathered from participants/partners to improve training, processes, and products.
• Keep up to date on Presentation Technology and trends. Ensure clear communication throughout the conceptualization and implementation of training.
• Process Partnership Agreements, including opening and closing accounts, address changes, changes in commission structure, etc.
• Assist Account Managers to ensure accurate information is housed in Salesforce.com, including but not limited to, existing customer profiles, complete prospect and suspect information, project identifications with timelines and competitive products installed.
• Adhere to Case Management process, including the input or review of cases reported by account managers/accounts for exception requests/changes to ensure completion and assign to appropriate person for resolution; refer high profile cases through the Case Management process to the Senior Account Administrators for immediate processing.
• Lead the initiative for our Agent Engagement - Social Media.
• Identify any Operational issues and escalate, including working with QA to resolve issues.
• Manage the Advisor Compensation program with our Finance Team: research and provide feedback on commission.
• Perform various Administrative duties for the Sales and Account Management Team.
• Provide licensing and compliance support.

Qualifications

• Excellent communication and influencing skills to communicate effectively and credibly, both verbally and in writing, with audiences at all management levels and with business partners.
• Ability to work autonomously and effectively in a fast-paced, complex, multi-tasking Hybrid office environment (for candidates local to CT).
• Ability to work independently and meet strict deadlines.
• A strong Team player with the resourcefulness and self-confidence to work effectively and respectfully within a team environment.
• Ability to learn, communicate and apply new business information.
• Effective problem solving and decision-making skills.
• Demonstrates resourcefulness and perseverance to overcome challenges and achieve goals.
• Demonstrated technological agility.
• Event/training/project planning experience and comfort with managing detailed logistics.

Requirements

• A Bachelor’s Degree or equivalent is required.
• 3+ years of Sales Support experience (or a similar complex administrative role) is preferred.
• Proficiency in MS Office: Intermediate to Advanced level proficiency in MS Excel and MS PowerPoint are required.
• Personal Lines/Casualty License is required.
• 10% Travel is required for this role and may include International travel.
• The ability to support regular evening and weekend trainings is required.
• Proficiency in Salesforce.com is preferred.
• Travel Sales industry experience is preferred.
• Previous experience delivering Training is preferred.

Benefits

• Competitive compensation package.
• Generous 401K employer match.
• Employee Stock Purchase plan with employer matching.
• Generous Paid Time Off.
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing.
• A core C&F tenet is owning your career development, so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path.
• A dynamic, ambitious, fun and exciting work environment.
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee-driven corporate giving program that lets you participate and support your community.
• At C&F you will BELONG.