Administrative Assistant

Do you enjoy connecting with people from all walks of life? Do you have a knack for making people feel welcome and making them smile? Are you good at anticipating needs, working in a professional team environment, and doing what it takes to get the job done? 

This role provides reception, administrative, and client support for Senior Financial Group (www.sfgmedicare.com) and National Contracting Center (www.nccagent.com), closely-linked sister companies focusing on the senior health insurance market. This role deals with a high volume of inbound calls, provides excellent client service, processes and tracks insurance applications, and other office administration tasks.

SFG and NCC is a small, growing company in East Tennessee with a collaborative culture and a well-appointed office conveniently located in West Knoxville at I-40 and I-140 on Parkside Drive near Turkey Creek. This position is based in Knoxville, TN, and is an in-office role.

We offer big-company benefits like paid parental leave, 1:1 financial planning, 401k match, student loan paydown assistance, referral bonuses, and more.

Personal Characteristics and Competencies

• a positive, personable individual who connects well with all types of people to build lasting and productive business relationships
• 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 in the insurance market and learn new information
• a professional individual who remains calm when problem-solving for clients, defuses difficult situations, and focuses on the goal of retaining clients and maintaining positive relationships
• a team-oriented individual who enjoys helping others succeed
• a self-managed individual who organizes and prioritizes daily tasks for maximum productivity without day-to-day oversight (after the initial training period)
• a self-starting individual who enjoys the freedom to develop, create, and innovate for their success within the job parameters
• a caring individual who enjoys helping seniors and has the patience to listen carefully
• someone who embraces change, delivers on promises, helps others learn the ropes, and enjoys lifelong learning
• someone reliable with a strong work ethic and commitment to doing the right thing
• a person who represents SFG and NCC with positivity, pride, and professionalism by putting their best foot forward in every interaction
  

Knowledge, Skills, and Abilities

• understand, document, and improve processes to increase effectiveness
• 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
• learn large amounts of information, assimilate that information, and present that information accurately to clients
• effectively navigate a Customer Relations Management (CRM) system and related data sources
• work proficiently with Microsoft Office products, including Word, Excel, and PowerPoint, and Adobe Acrobat
• a detail-oriented individual who maintains accuracy in data management
• effectively organize and prioritize, meet all deadlines, and deliver results
• maintain confidential information with tact and grace
• demonstrate critical thinking skills to think through issues and determine root causes

Responsibilities

• provide caring, personalized service to clients, agents, and employees, solving problems that may arise
• accurately enter/update data into CRM
• answer inbound calls, forwarding calls to the appropriate person or answering questions when appropriate; work closely with other employees in the SFG ring group to ensure phone calls are responded to promptly
• place calls to clients at agents’ request to provide a high level of service and support, addressing carrier issues and helping clients understand their current benefits
• monitor and process insurance applications through multiple steps
• scan and print policies and mail to clients as needed
• send thank you cards to clients
• order and stock office and kitchen supplies for employees, as well as product supplies for agents
• maintain online and paper files and data integrity of CRM, including up-to-date product information, agent passwords, call center licenses, seminars, significant company numbers, and phone lists
• coordinate special events like in-office seminars and meetings, including ordering catering, setup, and breakdown
• address facility issues and concerns with the landlord
• manage security fobs and visitor logs
• assist with onboarding of new employees and other HR duties as assigned
• communicate by email promptly, clearly, and professionally, with proper grammar and spelling, using Grammarly to improve constantly
• accurately document client and agent communications and information
• work quickly and knowledgeably with Microsoft Office Suite products
• effectively organize and prioritize, meeting deadlines and managing multiple priorities

Basic Job Requirements

• AS or equivalent experience required
• two years of demonstrated experience working in a high-functioning administrative capacity in a professional office environment
• strong computer and internet proficiency, especially Microsoft Office
• intermediate skills in Excel
• an aptitude for learning and internet research
• an attitude of persistence and a “can-do” attitude
• a warm, clear, and pleasant phone voice combined with the ability to speak clearly and communicate well by phone for several hours per day
• excellent communication in English (verbal and written); excellent grammar, spelling, and proofreading skills
• experience documenting and improving processes
• experience working with databases, preferably in a CRM

Experience that May Help You to be Successful in this Job

• CRM experience
• experience in the insurance industry
  
• process improvement and documentation experience
• experience working with seniors 
  
• customer service experience
• office administration experience

*This is an hourly position with bonus potential.

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 on 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), be able to enter information by keyboard at a reasonable rate of speed, must have acute hearing ability, must be able to see and read information on a computer screen and printed documents, must be able to speak, understand, and write English fluently, and must have the ability to 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.