New Claim Senior Lead Conversion Specialist
21 days ago
Las Vegas
Job DescriptionDescription: Who we are: Veteran Benefits Guide (VBG) was founded by a former United States Marine with the goal of ensuring that Veterans receive accurate disability benefits in a timely manner. Since it was founded, VBG has guided more than 35,000 Veterans through the complicated Veteran Affairs (VA) disability claims process. As a company founded by a Veteran and staffed by many Veterans and families of Veterans, VBG is committed to advocating for policies that protect the rights and interests of former service members. Who we’re looking for: The New Claim Senior Lead Conversion Specialist (NCSrLCS) is responsible for proactively reaching out to potential clients to introduce the value of establishing new service-connected disabilities. This role involves identifying unrated disabilities that may be linked to services such as presumptive conditions or secondary issues—and guiding the client through the intake of their original or new claim. The Specialist must effectively communicate the importance of establishing a service nexus and gather the foundational documents (DD214/STRs) to begin the process. Essential Functions: Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. • Initiate first contact with assigned clients via phone and email to assess the veteran’s potential for new service connections, specifically screening for unclaimed conditions., • Convey service value by explaining the company’s expertise in identifying "hidden" claims like Secondary conditions or Presumptives (e.g., PACT Act)., • Address inquiries regarding eligibility for Original Claims, specifically explaining the requirements for veterans vs. active-duty personnel (BDD)., • Answer questions effectively regarding services provided, set client expectations, and ensure the value of our service is represented to our clients., • Empathize with potential customers’ needs, creating positive experiences, and tailoring conversations to drive conversions., • Overcome client objections or reservations to engage services by educating them., • Request initial documentation critical for new claims, specifically the DD214 and Service Treatment Records, to verify the in-service event., • Compile and verify the completeness and accuracy of client documentation., • Update client profiles with detailed notes on service eras and locations to alert Case Managers to presumptive possibilities., • Validate client compliance, documentation accuracy, ensuring the veteran has a confirmed discharge status eligible for benefits, and readiness to move forward in workflow., • Assist Case Managers by requesting and compiling client documents as needed., • Perform monthly verification projects as assigned by the manager., • Meet production expectations and quality guidelines., • Complete additional duties as assigned by the direct manager or senior management. Qualifications or Competencies: • Technical Skills:, • Proficient in computer skills, including navigating various software and systems., • Basic proficiency in Microsoft Office Suite (Word, Outlook, Excel)., • Experience with CRM (Customer Relationship Management) systems is preferred., • Ability to navigate phone and email communication platforms effectively., • Product/Service Knowledge:, • Ability to quickly learn and effectively communicate the company's overview and the value of its services., • Ability to answer questions accurately and thoroughly regarding the services offered., • Ability to quickly identify if a lead qualifies for presumptive or BDD filing paths based on their service history., • Communication Skills:, • Excellent verbal communication skills, including clear and professional phone etiquette., • Active listening skills to understand client inquiries and needs., • Ability to convey information clearly and concisely, both verbally and in writing., • Interpersonal & Customer Service Skills:, • Ability to build rapport and establish positive relationships with clients., • Customer-focused mindset with a commitment to providing excellent service., • Empathy and the ability to understand and respond to customer needs., • Sales & Persuasion Skills:, • Ability to present information in a value-focused and persuasive manner., • Ability to persuade clients of the value of filing a new claim now rather than waiting., • Skill in overcoming objections and reservations., • Organizational Skills:, • Ability to manage assigned clients and follow up effectively., • Skill in requesting, compiling, and verifying client documentation., • Ability to update and accurately document client profiles., • Ability to manage time and prioritize tasks to meet production expectations., • Attention to Detail:, • Accuracy in compiling and verifying client documentation, as well as foundational service documents required to start a new file., • Meticulous in updating client profiles., • Careful in validating client compliance., • Problem-Solving Skills:, • Ability to address customer inquiries effectively., • Skill in overcoming client objections., • Adaptability:, • Willingness to learn and adapt to different client needs and situations., • Teamwork:, • Ability to assist Case Managers by providing necessary documentation., • Results-Oriented:, • Ability to meet production expectations and quality guidelines., • Professionalism:, • Ability to maintain a professional demeanor in all interactions., • Initiative:, • Ability to take the lead in initiating contact with assigned clients., • Compliance and Ethical Conduct:, • Ability to take the lead in initiating contact with assigned clients. Education and Previous Work Experience: High Diploma/GED or higher is preferred, and at least 1 year of related experience and/or training. Experience in customer service, sales, or a related field involving client interaction is highly desirable. Experience or familiarity with the VA claims process would be a significant asset. 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. Requirements: