[Hiring] Agency Manager @The Baltimore Life Insu

Role Description

The Call Center Agent, Outbound Call Center performs appropriate sales activities as established by the Outbound Call Center Manager. Activities include, but may not be limited to:

• Phoning policyholders and prospects to evaluate insurance needs.
• Making recommendations and completing applications.
• Policy delivery and obtaining referrals.
• Managing activity through Microsoft Dynamics and making adjustments as needed.

Qualifications

• High School Diploma required.
• Resident state life insurance license required.
• 3 years of sales and/or call center experience preferred.
• Life insurance experience preferred.

Requirements

• Achieves established sales activity metrics primarily through outbound calls to policyholders and other lead sources.
• Determines client needs and offers solutions based on those needs.
• Makes recommendations within the client’s budget and facilitates the application process.
• Delivers and reviews the contract to assure client satisfaction.
• Creates and maintains a pipeline of referrals throughout the course of normal business.
• Achieves ongoing agent sales activity and drives continuous improvements, ultimately ensuring that sales objectives are achieved.
• Adheres to risk and compliance standards, including call center standards and quality control (i.e., adherence, utilization, occupancy).
• Communicates and collaborates with various business units as necessary.
• Provides excellent customer service and adheres to quality and productivity standards, deadlines, and proper procedures.

Skills and Knowledge

• Willingness to learn about life insurance products and distribution.
• Familiar with outbound call center operations and best practices including quality management and workforce management.
• Customer service-oriented, problem-solver, and ability to communicate effectively.
• Proficient in MS Office, CRM, and call center phone systems.

Competencies

• Drive: Displays motivation, is proactive and resourceful in daily work. Persists to complete responsibilities, even in the face of difficulties, is optimistic and tenacious throughout.
• Collaboration: Delegates with appropriate controls; subordinates know expectations and receive regular feedback. Anticipates and takes steps to prevent counter-productive confrontations. Manages and resolves conflicts and disagreements in a constructive manner.
• Adaptable: Builds commitment by using different influencing strategies based on individual’s motivation. Rewards and recognizes employees who support team objectives.
• Responsible: Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn through formal and informal methods.
• Execution: Encourages motivating, positive, and professional behavior through own actions. Understands and provides support and resources to help team members resolve problems and conflict in a positive and constructive manner. Performs the annual review process and manages performance issues in a timely and effective manner. Builds, communicates and monitors team’s development plans effectively.