SAM Support Specialist – Travel

📋 Description

• Deliver outstanding customer service concerning travel products and services, including timely responses to email and phone inquiries regarding policy modifications, coverage questions, and technology platforms.

• Organize and conduct training sessions on product details and technology platforms: create and record training materials for sharing and/or posting on the Advisor Dashboard; revise existing training materials by incorporating feedback from participants and partners to enhance training, processes, and products.

• Stay informed about presentation technology and industry trends.

• Guarantee effective communication throughout the training conceptualization and implementation phases.

• Manage Partnership Agreements, which include opening and closing accounts, modifying addresses, and altering commission structures, among other tasks.

• Support Account Managers in ensuring accurate information is maintained in Salesforce.com, encompassing existing customer profiles, comprehensive prospect and suspect data, project identifications with timelines, and competitive products in place.

• Comply with the Case Management process, which involves entering or reviewing cases reported by account managers/accounts for exception requests/changes to guarantee completion and assigning them to the appropriate individual for resolution; escalate high-profile cases through the Case Management process to Senior Account Administrators for immediate action.

• Lead initiatives for Agent Engagement on Social Media.

• Identify operational challenges and escalate as necessary, including collaborating with QA to address issues.

• Oversee the Advisor Compensation program in conjunction with our Finance Team: research and provide insights on commission structures.

• Carry out various administrative responsibilities for the Sales and Account Management Team.

• Offer support for licensing and compliance matters.

⛳️ Requirements

• A Bachelor’s Degree or an equivalent qualification is mandatory.

• A minimum of 3 years of Sales Support experience (or a comparable complex administrative role) is preferred.

• Proficient in MS Office, with intermediate to advanced skills in MS Excel and MS PowerPoint required.

• A Personal Lines/Casualty License is essential.

• 10% travel is necessary for this position, which may include international travel.

• Availability to support regular evening and weekend training sessions is required.

• Familiarity with Salesforce.com is preferred.

• Experience in the travel sales industry is advantageous.

• Previous experience in delivering training is preferred.

🏝️ Benefits

• Competitive compensation package.

• Generous 401K employer match.

• Employee Stock Purchase plan with employer matching.

• Generous Paid Time Off.

• Excellent benefits extending beyond health, dental, and vision coverage.

• Programs focused on the wellness of your entire family, including physical, mental, and financial wellbeing.

• A wealth of opportunities for continued learning, including tuition reimbursement, industry-related certifications, and professional training.