Sr Customer Advocate Licensed NSL

About the role

The NCC National Support Line Consultant (NSLC) delivers immediately accessible information and guidance to Financial Services Consultants (FSC), and other client-facing internal partners, in identifying information and resources to complete client conversations. This job serves as a content or internal process subject matter expert (SME), mentors newly hired FSCs, coaches and shares successful practices, and identifies learning needs or gaps.

Key Responsibilities and Duties

• Identifies caller requirements by establishing personal rapport to understand service need and informational request.
• Delivers process and procedural information and/or provides detailed actions pertaining to the organization's products and services and operational processes.
• Navigates caller through advanced investigation and research to resolve complex participant inquiries through the application of advanced probing and research methods.
• Educates callers on verbal complaint submission criteria to assist in the correct identification and transfer of complaint calls; as well to filter and directly resolve non-complaint call situations.
• Maintains caller confidence and protects the organization’s reputation through risk identification and remediation.
• Delivers spot education related to business, compliance, or regulatory requirement changes that can enhance the overall knowledge of the caller.
• Utilizes knowledge gained through licensing certification to ensure customers are satisfied with overall enrollment experience.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 2+ Years Required; 3+ Years Preferred

FINRA Registrations

• SRC Indicator: Series 6 or 7; Series 63

Licenses and Certifications

• Life and Health Insurance License (National) - Multiple Issuers required within 90 Days

Physical Requirements

• Physical Requirements: Sedentary Work
• Career Level
• 6IC
• Related Skills

Additional information

Adaptability, Collaboration, Communication, Conflict Management, Customer Engagement, Digital Savviness, Innovation, Inspires Others, Prioritizes Effectively, Resourcefulness

Anticipated Posting End Date: 2026-11-30

Base Pay Range

$24.04/hr - $33.65/hr

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary.