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Director, Ancillary Products

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The Ancillary Products Director is responsible for the implementation and oversight relating to the implementation and solicitation of all ancillary products within the Customer Care Call Center.

Essential Job Functions:

  • Implementation
    • Partner with various internal/external departments & entities in an effort to implement new ancillary products relative to corporate initiatives

  • Process Flows
    • Develop optimal workflows within Customer Care to ensure we are working in the most efficient and seamless manner possible
    • Create agent pitch and rebuttals to overcome customer objections as it relates to each specific product
    • Assist in the development of scripting within Sagent to provide additional agent guidance

  • Reporting/Results Tracking
    • Ensure agents are adhering to policy and procedures
    • Establish and submit reporting requests to appropriate business units in an effort to monitor daily performance and expected results
      • Agent, Supervisor, Site Results
      • Daily, Weekly, Month to Date, Month End Results
      • Exception Reporting
      • Customer Opt In Results

  • Updating Job Aids/CCA Staff Communication and Applicable training Development
    • Ensuring all Job aids and training material is updated with any and all current processes
    • Create and distribute CCA’s to Call Center Staff to advise of recent changes
    • Collaborate with Training Department to ensure all material coincides with current processes.
  • Enhancements
    • Implement new strategies based on company initiatives and current industry objectives

Other Related Duties:

  • Performs other related duties as assigned.
  • Distribute marketing materials to all applicable staff so they are prepared to answer customer questions
  • Work with Marketing to create informational content
  • Create and track incentives/contests


Management of Ancillary Product Performance

  • Customer Savings Opportunity (CSO)
  • Paperless
  • Matic (HOI broker)
  • Website /ACH Sign up
  • Cinch (home warranty)
  • Mobile App



To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.


Education and/or Experience:


Associate's degree (A.A.) or equivalent from two-year College or Technical School; or one year to two years related experience and/or training; or equivalent combination of education and experience.