Associate II Sls Support (Sales Operations Onboarding)- Remote

Summary: The Onboarding team works closely with the Field team and our Agent and Dealer customers to provide best in class service and new account management to successfully onboard and maintain new clients. To ensure a successful event, you will work collaboratively with several functional areas to ensure customer expectations are understood, conveyed accurately across stakeholders, and the customer needs are met for long-term success with the new customer, while paying close attention to quality results from all stakeholders in the process. You will provide training as needed, to ensure the customer is successfully onboarded.

Key Responsibilities:

This role is the primary SME and coordinator for the DOWC and DOWCRe formation processes.

*Monitor and maintain ceding analysis form. Understand dealer loss ratios, ceding process and warehousing. Be familiar with State DOWC guidelines.

*Serve as the Facilitator for all new DOWC formation requests. Includes following up with all impacted departments (legal, compliance, product, forms, dealer services)

*Handle incoming change request for formed DOWC's.

In addition, support all regular onboarding and change functions:

*Manage customer relationships from the point of sale through successful implementation, collaborating across the organization frequently throughout implementation with the goal of ensuring each piece of the journey meets customer goals and expectations.

*Always promote a "customer first" environment and attitude with customers and stakeholders across the organization.

*Ensure new business requests are accurate and complete. Collaborate with Dealer Services team to ensure completion within department SLA's.

*Understand the goals and objectives of dealer and agent requests and translate those needs appropriately to all interdepartment stakeholders.

*Evaluate customer feedback and request. Periodically review ongoing training to reflect changes with web platforms, products and processes and stay abreast of any future client needs for training. Continuously adapt to customer needs and shape a training plan for the most effective results ensuring the training meets the customer expectations.

*Provide process education to Agent and Dealer representatives as a subject matter expert, answering questions and ensuring the most efficient means for accomplishing the customer expectations and resetting expectations where necessary.

*Provide support during dealer launches to support sales. Work with Dealer Services to ensure a successful launch and correct any technical issues that may occur.

*Manage the cycle of exception requests, ensuring all stakeholders are notified and SLA's are met. Understand the request and impacts from a sales, risk, product, form, and dealer services perspective.

*Deliver timely, professional training relevant to the new client relationship. Training request for new and existing dealers, new sales team members, and Agents.

*Consult with sales on setups and changes for new large dealer groups.

*Serve as escalation point and backup for Support Level 1 as business needs dictate

Knowledge, Skills & Abilities:

*Adaptable and highly flexible to meet the needs of Agents and Dealer partners

*Ability to work in a challenging and collaborative environment

*Strong customer service skills

*Excellent communication skills including presentation and public speaking skills

*Ability to operate autonomously, prioritize activities, set proper customer expectations, multi-task and meet deadlines

*Ability to develop innovative solutions and provide collaborative and creative problem solving

*Ability to build rapport and collaborate with others both internally and externally.

*A relationship-oriented individual who has demonstrated the ability to work collaboratively across an organization capable of engaging colleagues, customers, and stakeholders.

*Demonstrated proficiency in MS Office: PowerPoint, SharePoint, Excel, Planner, Teams

*Demonstrated proficiency with technology including usage of CRM system and customer-facing web platforms.

Qualifications:

*Minimum of 5 years Customer Service, Relationship Management or Asset Protection experience in Sales Support

*Associate degree or equivalent job experience; Bachelor's degree preferred

*Demonstrated proficiency with technology including usage of CRM system and customer-facing web platforms.

*Flexibility to travel for occasional dealer launches