Lead Conversion Specialist

Who we are:

VBG (Veteran Benefits Guide) was founded by a former United States Marine with the goal of ensuring that Veterans receive the correct disability benefits in a timely manner. VBG has successfully guided over 35,000 Veterans by submitting their VA (Veteran Affairs) disability claims, resulting in substantially increased compensation benefits for their disabilities that are related to active-duty service. As a company founded by a Veteran and staffed by many Veterans and families of Veterans, Veteran Benefits Guide is committed to advocating for policies that protect the rights and interests of former servicemembers.

Summary:

A Lead Conversion Specialist is a committed individual possessing excellent customer service skills, communication skills, and persuasive ability (with a soft sales focus,) working in a fast-paced environment, and successfully working independently or on a team.

This role is typically the first point of contact for clients interested in our service and involves direct client contact via email, telephone, or other real-time means. This position is instrumental in communicating and explaining the value of our services, which requires sales and persuasive techniques for those clients still unsure of engaging with us. This function also serves as the initial primary gatekeeper for the onboarding of client information and ensures compliance with Company requirements to move the client forward with our services, requiring extraordinary attention to detail. The Lead Conversion Specialist must be able to implement and support change, promote a positive team attitude, and effectively respond to unexpected changes or demands.

Who we’re looking for:

We are looking for a highly motivated and results-driven individual who possesses exceptional communication skills, persuasive abilities, and a customer-centric approach to successfully convert marketing leads into committed clients. The ideal candidate will have a proven work history of converting leads into successful sales or desired actions. They should be adept at building rapport, addressing objections, and providing accurate information to potential customers. Additionally, we value individuals who are proactive, adaptable, and thrive in a fast-paced, target/metrics-driven environment.

Join our team if you are passionate about helping Veterans and driving conversions, exceeding targets, and delivering outstanding customer experiences.

What we offer:

We invest in our people, supporting their growth through mentorship and professional development. We strive to offer work-life balance, creating a business culture that is people-focused and fun. Here are some of the benefits you can expect as part of our team:

• Compensation: $22.00 per hour

• Work From Home: Flexibility to work from home based on business needs and policies.

• Work/life balance: We offer a Monday – Friday 8 a.m. to 5 p.m. schedule.

• Benefits: Choice of Medical, Vision, and Dental plans with company premium contributions, accrual of 40 hours of PTO & 40 hours of sick time annually, 8 paid holidays plus a floating holiday, 401k with company match after 90 days. Metric-driven bonus and many other benefits.

• Growth and Development: In-house training and on-the-job development prepare our employees for promotional advancement, leadership opportunities, and lateral transfer skill development.

Start Date of May 2024

Responsibilities:

• Previous experience in outbound sales or lead conversion is highly desirable.

• The ability to adapt to evolving processes, product updates, and shifting business priorities.

• Strong verbal communication and active listening skills are essential for effectively engaging potential customers.

• Addressing customers' inquiries and conveying service information in a persuasive value-focused manner.

• A customer-focused mindset and the ability to empathize with potential customers’ needs, creating positive experiences, and tailoring conversations to drive conversions.

• Demonstration of a confident and persuasive demeanor.

• Initiates first contact with assigned clients via phone and email.

• Provides Company overview and value of services offered.

• Able to answer questions effectively regarding services provided, set client expectations, and ensure the value of our service is represented to our clients. Will be called on to overcome client objections or reservations to engage VBG’s services.

• Requests required initial client documentation and information.

• Compiles and verifies received completeness and accuracy of client documentation.

• Updates and accurately documents client profiles.

• Validates client compliance and readiness to move forward in workflow.

• Performs monthly verification projects as assigned by supervisor.

• Assists Case Managers by requesting and compiling client documents as needed.

• Meets production expectations and quality guidelines in timeframes as established by the supervisor.

Qualifications or Competency:

• Excellent sales skills

• Excellent time management skills

• Proficient multi-tasking and prioritization skills

• Excellent internal and external customer service skills

• Detail-oriented.

• Proficient computer skills with Windows and Microsoft Office proficiency

• Ability to work both independently and in a team environment.

• Excellent business demeanor that reflects professionalism and respect for the contributions of those who have served in the armed forces.

• Articulate with excellent telephone etiquette, active listening, and written communication skills.

• Customer-centric

• Ability to demonstrate personal credibility and effectiveness.

• Metrics-focused

• Results-driven

• Willingness to embrace change and successfully implement new approaches and ideas.

• CRM experience preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen. This is largely a sedentary role; however, some filing is required; it would require the ability to lift files, open filing cabinets, reach with hands and arms, and bend or stand on a stool as necessary. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Travel:

Travel for offsite training or meetings may be required and is estimated to be less than 5%.

Core Business Hours:

Monday - Friday 8 am – 5 pm – additional hours may be required on an infrequent basis.

Required Education and Experience:

A high Diploma/GED or higher is preferred and at least 1 year of related experience and/or training.

EEO:

Veteran Benefits Guide (VBG) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender (including gender identity and gender expression) genetic characteristic, sexual orientation, registered domestic partner status, age, military or veteran status, hairstyle or hair texture, reproductive health decision making, or any other characteristic protected by federal, state, or local laws.