Arrangement Guide (Management I) Specialist

Directors Investment Group•Abilene, TX

About The Position

We are in the hunt for a talented and creative thinker to join our team as an Arrangement Guide (Management I) Specialist for our Funeral Directors Life Arrangement Guide! The Arrangement Guide Management I role supports the operational efficiency and service excellence of the Arrangement Guide Team by accurately processing Tier 1 tasks in accordance with documented procedures. This position provides frontline support to internal teams, sales representatives, funeral home partners, and policyholders by responding to inquiries, troubleshooting issues, and ensuring timely and accurate data entry and quality control. The role requires strong attention to detail, effective communication skills, sound judgment within established guidelines, and the ability to manage multiple priorities in a fast-paced environment.

Requirements

Strong data entry accuracy and attention to detail.
Ability to gather relevant information and facilitate appropriate resolutions.
Effective problem-solving and critical thinking skills.
Excellent written and verbal communication skills.
Strong customer service orientation with a professional demeanor.
Ability to manage multiple priorities in a fast-paced environment.
Ability to work independently within established policies and regulatory guidelines.
Effective time management and organizational skills.
Working knowledge of Microsoft Office 365, including intermediate Excel skills.
High School diploma or equivalent required.
Completion of FDL Operations Foundation Training required.
Prior experience in customer service, administrative support, data entry, or related operational roles preferred.

Responsibilities

Accurately process Tier 1 Arrangement Guide™ builds in accordance with documented procedures.
Enter and maintain data with a high degree of accuracy and attention to detail.
Review and interpret funeral home General Price Lists (GPLs) to ensure accurate application within systems.
Provide Tier 1 quality control for Texas contracts and other state-specific contracts, ensuring compliance with applicable business logic.
Support and troubleshoot Tier 1 issues related to Online Access, DIGicon, HubSpot, OnBase, The Arrangement Guide™, and related integrations.
Respond to phone and email inquiries from sales representatives, funeral homes, agents, and policyholders within established service standards (same-day communication when possible; two-business-day response expectation).
Document all customer interactions, inquiries, and resolutions in appropriate systems, including GIAS files and internal notes.
Submit detailed quality assurance tickets and escalate issues appropriately when resolution exceeds training or authority level.
Utilize Confluence and other procedural documentation to ensure consistent and compliant task completion.
Provide accurate information regarding FDL products, DIG services, and related offerings.
Demonstrate empathy, professionalism, and patience when assisting families and funeral home partners.
Collaborate effectively with team members and leadership to improve processes and service delivery.
Exercise sound judgment within established policies and seek guidance when necessary.
Maintain organized records and prioritize workload to meet deadlines and performance expectations.
Communicate and reinforce the mission and vision of DIG and its subsidiaries.
Exemplify DIG core values of love, growth, and community.