Agent Solutions Coordinator

National Guardian Life Insurance Company

. Support NGL agents and key accounts, including agencies, funeral homes and sales organizations .

Posted 9/28/2026full-timeMadison • Wisconsin • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced customer service skills with a focus on professionalism, empathy, and effective communication. Possesses strong knowledge of NGL insurance products and the ability to manage multiple tasks while maintaining high service levels.

Highest-signal resume keywords

Advanced Customer Service SkillsWisconsin Life Insurance LicenseWisconsin Preneed CertificationLOMA 280 and 290 with ACS CertificationKnowledge of NGL Insurance Products

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementInsurance Product KnowledgeCall Quality ManagementLead ManagementProcess Improvement

Soft Skills

Excellent Oral and Written CommunicationInterpersonal SkillsProblem-Solving AbilityOrganizational SkillsFlexibility

Tools & Technologies

NGL SystemsLead Software

Certifications & Qualifications

Wisconsin Life Insurance LicenseWisconsin Preneed CertificationLOMA 280 CertificationLOMA 290 CertificationACS Certification

Industry Keywords

Final Expense InsurancePreneed InsuranceAgent SupportSales OrganizationsCompliance Requirements

About the role

Key responsibilities & impact

Support NGL agents and key accounts, including agencies, funeral homes and sales organizations
Handle incoming and outbound calls, assigned email boxes and internal processing work
Partner with Contracting, Commissions, Processing, Claims, Sales and Legal teams
Strive for one-contact resolution and explain or promote incentive campaigns, products, forms and processes
Maintain service levels of 90% or above on Agent Solutions phone lines and service boxes
Maintain Agent Support group service levels of 90% or above and adjust coverage schedules as needed
Maintain individual adjusted service availability of 90% or above
Maintain an average individual call quality score of 85%
Handle at least 60 contacts daily accurately and efficiently
Take detailed phone messages and document conversations in the Customer Relationship Management tool
Escalate situations and recommend courses of action
Advise team leadership of concerns, training opportunities and trends
Resolve questions about licensing and contracting, commissions, new business, supplies, products, premiums, procedures, myNGLIC.com, reporting and compliance requirements
Screen new agent leads and enter viable leads into lead software
Administer and manage outbound support programs
Evaluate pending applications and communicate requirements to agents
Communicate and follow up on in-force policies
Initiate CRM lead programs for the Sales team
Provide guidance, feedback and professional communications to agents, field managers and NGL employees
Monitor processes, guidelines and agent tools and suggest improvements
Recommend updates to agent portals, NGL software, forms and applications
Collaborate with teams to implement process and procedure improvements
Update team procedures and guidelines for follow-up, availability and PTO coverage

Requirements

What you’ll need

Advanced customer service skills, conveying professionalism, flexibility and empathy in all interactions
Excellent oral and written communication skills
Ability to appropriately coach callers to improve future interactions
Strong interpersonal skills and ability to transform negative interactions into positive ones
Ability to quickly learn and maintain advanced knowledge of preneed, final expense, and other insurance products
Strong ability to learn new things quickly and handle unfamiliar issues
Strong initiative and ability to work under minimal supervision
Good judgment and creative problem-solving ability
Ability to handle multiple tasks and work well under pressure
Intermediate knowledge of NGL systems
Excellent organizational skills and strong attention to detail
Strong team and goal orientation
Ability to work a flexible schedule to meet service availability requirements
Knowledge of NGL insurance products, partners and markets
Minimum high school diploma or GED
Minimum 3 years of experience in customer service or sales
Wisconsin Life Insurance license and Wisconsin Preneed certification (listed in the posting)
LOMA 280 and 290 with ACS certification (listed in the posting)

Benefits

Comp & perks

20 days of Paid Time Off growing to 25 days after 5 years
11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
Health care, dental and vision plans
Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
Annual bonus based on company performance
Paid Parental Leave
401(k) match up to 9%
Paid Sabbatical after 8 years
Paid Volunteer Time
Education Assistance Program
Employee Recognition Program
Employee Resource Groups
Professional and personal development opportunities
Comprehensive Total Rewards package
Competitive base pay