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Senior Sales Support Specialist Lead

Company: National MI
Location: Emeryville
Posted on: February 15, 2019

Job Description:

My Account Job Openings > > Senior Sales Support Specialist LeadSenior Sales Support Specialist LeadSummaryTitle: Senior Sales Support Specialist Lead ID: 1247 Department: Sales Support DescriptionJOB SUMMARYThe Senior Sales Support Specialist Lead will be responsible for providing customer service by promptly answering calls, assessing the request and providing timely, accurate answers to sales. The Lead assists National MI's internal and external customers with a variety of questions, from master policy set-ups to contact data management. The Lead will provide the day-to-day oversight by prioritizing workloads for the Sales Support team. ESSENTIAL job duties & responsibilities

  • Provide oversight, guidance and support to entire Sales Support team.
  • Monitor and assist with the Sales Support Team's daily work flow ensuring department deliverables are consistently met.
  • Provide assistance in resolving field sales inquiries when needed.
  • Serve as a point of contact for other departments when Management is unavailable.
  • Serve as the initial escalation point for the Sales Support team to ensure issues are handled in a timely manner, with escalation to Management when appropriate.
  • Responsible for keeping Management apprised of operations on a daily and weekly basis.
  • Manage overtime requests for Department and monitor budget accordingly.
  • Organize and provide training to new employees and current staff of Sales Support team when needed in the areas of customer service related methods, procedures and techniques.
  • Assist the Director, Sales Technology and Operations (Director) with monitoring day-to-day oversight responsibilities including, but not limited to monthly one-on-one meetings.
  • Assist Director in development and improvement of Department procedures as company evolves and grows, including suggestions for methods to improve operations/procedures, efficiency and service to both internal and external customers.
  • Assist in testing new systems to ensure peak efficiency within Sales Support.
  • Provide oversight for larger and more complex account teams as appropriate.
  • Prepare presentations and request for proposals (RFPs) for customers as requested.
  • Drive internal support initiatives through corporate office for sales as needed.
  • Identify areas of process improvement related to daily duties for Sales Support.
  • Work closely with Solution Center to align effective/efficient processes for both teams.
  • Direct sales to information, including how to find information on mobile devices.
  • Manage online meetings for sales/customers.
  • Train sales and customers on National MI systems.
  • Input and report information from Salesforce.com (SFDC).
  • Suggest process improvements for SFDC based on daily observations of current requests.
  • Recommend to management repeat request/ideas from sales for training or process improvement.
  • Perform ad hoc responsibilities, as needed. ESSENTIAL Competencies
    • Associate's degree in Business Administration or equivalent work experience.
    • Minimum of five years of sales support and or sales experience.
    • Minimum of two years of prior management experience.
    • Experience in mortgage industry, underwriting or mortgage lending experience required.
    • Experience in sales, inside sales or sales support required.
    • Experience using SFDC preferred.
    • Knowledge of various loan origination systems, document management, and pricing engine systems a plus.
    • Organizational, analytical, leadership and interpersonal skills.
    • Proficient in Microsoft Word, Excel, PowerPoint, and OneNote.
    • Skill in written and verbal communication using all forms of media is required.
    • Ability to adapt and remain flexible to changing priorities and varied duties on a daily basis.
    • Skill in project management preferred.
    • Ability to prioritize department workload. Apply NowRefer to a Friend

      Keywords: National MI, San Francisco , Senior Sales Support Specialist Lead, Sales , Emeryville, California

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