Provides support to Division Vice Presidents and Vice President of Sales contributing to the operation of divisions assigned by researching, developing, implementing and becoming involved in initiatives to improve the effectiveness and efficiency of the operation. Provides direction and training to the Agency Managers to resolve operational issues. Identifies deviations from expected results and works with the DVPs to develop methods to obtain expected results. Works with minimal supervision and is responsible to make an established range of decisions, escalating to Manager when necessary and updating Manager on a regular basis.

What you will do:

• Initiates follow-up on items overlooked or not promptly addressed by Agency Managers; works with operating areas and field management to identify cause of problem cases and develops action plan to resolve; provides coaching and consulting to Agency Managers/Staff Managers on district and policyholder matters on a day-to-day basis as needed.
• Provides second-level support to the SOS phone team on ASK inquiries and non-taken exceptions.
• Coordinates office and staffing realignments, abolishments, transfers, relocations, demotions and management appointments with associates in field and Home Office within the FCR system; completes weekly Open/Final report; communicates with relevant Field departments.
• Evaluates incoming mail (email) and phone calls, prioritizing by importance and responding within three days; alerts DVPs of significant problems and information; utilizes email systems: transcribes, sends and receives messages, and sends pre-worded messages and model letters.
• Responds to inquiries and directs, prioritizes and provides information to all levels of internal and external customers making requests to the DVPs; acts as a first-line resources for the Field, directing associates to other departments as appropriate.
• Handles all incoming correspondence and output including opening, matching and distributing as appropriate.
• Creates IS work requests and calendar of events for all relevant Field departments to drive Field personnel movements.
• Maintains department documentation to include roster listings, open account listings, address listings, etc; prepares letters, sales programs, meeting outlines, production reports and other various requests; files documents and reports, and collates and prepares sales promotional material for mailing and other projects;
• Creates trip files for field visits for DVPs and other Company executives; prepares special meeting materials required by DVPs; handles and/or prepares confidential material such as promotions, Leaders Sales Meeting correspondence and Production Club items; processes anniversary/years of service packets and/or letters.
• Coordinates incentive recognition programs, including purchasing and tracking responsibilities.
• Maintains calendar and schedules appointments for the DVPs; coordinates division meetings and travel arrangements as requested; verifies accuracy and inputs field and DVP travel expenses into travel expense system to secure reimbursement for expenses.
• Compiles statistical information and produces reports, including revising and/or building databases to run reports and analyze information on ASK and/or commissions as requested.
• Coordinates and tracks FINRA security information for licensed offices, ensuring monthly district training and biannual DVP reviews; assists with the Compliance file review.
• Participates in the annual budget planning process by allocating amounts into accounts; performs monthly spending tracking to include verification, research and/or correction when necessary; may research quarterly variances/overages.
• Assists with the licensing process by sending letters/notices, communicating with Agency Management and Field Human Resources, and producing reports for suspensions and reinstatements.
• Performs other duties as assigned.
• Complies with all policies and standards.

• High School Diploma Or GED - Required
• Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations. - Required
• Demonstrated experience in customer service or client management, including identifying client problems/issues, and providing and initiating effective resolutions. - Required
• Must provide examples of effectively handling difficult situations while maintaining high volumes of work. - Required
• Proven excellent verbal and written communication skills; continuously conveys information to internal and external customers in a clear, accurate, focused and concise manner. Demonstrated ability to document procedures and activities in a manner that is understandable to others and prepared using a prescribed format. Possesses proficient proofreading and editing skills, demonstrating a strong use of the English language to include exemplary knowledge, in verbal and written format, of the elements of grammar, punctuation, diction and spelling proficiency. - Required
• Demonstrated strong attention to detail with excellent organizational skills. Must cite examples of organization and time management methods used to manage or prioritize workload demands. - Required
• Must provide examples from work experience demonstrating flexibility to meet department and customer needs. - Required
• Demonstrated ability to effectively interact and communicate with all levels of staff and management. - Required
• Must provide examples of working under multiple deadlines and minimal supervision. Must cite examples of successfully organizing and effectively completing projects where given little or no direction. - Required
• Demonstrated knowledge of business processes within the financial services industry. - Preferred
• Must provide examples from work experience of going above and beyond the call of duty to assist team members. - Required
• Proficient in Microsoft Office products. - Required

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• Occasional travel required.