Arrangement Guide (Management I) Specialist

Abilene, TX

Full Time

Operations

Entry Level

Does this describe you?

Organized

Adaptable

Disciplined

Detail-Oriented

If so, let’s talk!!

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.

Required Skills & Abilities

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.

Essential Duties & Responsibilities: Other duties may be assigned to meet business needs

Communicate and reinforce the mission and vision of DIG and its subsidiaries.
Exemplify DIG core values of love, growth, and community.
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.

Education & Experience

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.

About Funeral Directors Life

Funeral Directors Life, a subsidiary of Directors Investment Group (DIG), offers an award-winning workplace that is truly one-of-a-kind.

Funeral Directors Life is a full-service preneed insurance company. We help funeral directors grow their businesses and serve more families every year. With Funeral Directors Life’s preneed programs, at-need solutions, and marketing services, funeral owners and directors can start saving time, growing their businesses and increasing profitability in a rapidly changing marketplace.

DIG has been recognized with numerous workplace awards, including the prestigious FORTUNE magazine “Best Small & Medium Workplaces” List, the “Best Workplaces in Finance & Insurance” List, the “Best Workplaces for Millennials” List, and the “Best Workplaces in Texas” List. The company is also a winner of the top 100 “Best Companies to Work for in Texas,” published by Texas Monthly.

Based in Abilene, TX, DIG offers a unique corporate culture and benefits that our employees love! Founded on Christian principles of leadership through service, integrity, honesty, and respect, the company is dedicated to serving the funeral profession and helping funeral homes enhance their service to families in a rapidly changing marketplace. In fact, our mission is "to be known as the best, most-respected provider of service to the funeral industry."

So, what makes DIG such a great place to work? We apply these same principles to how we treat our employees: offering excellent compensation, a fun, friendly, and supportive work environment, and more benefits and perks than we can mention; including employer-paid health coverage, 401 (k) matching, life insurance, an on-site clinic, a 24-hour fitness center, free fresh fruit and beverages, a corporate university, book studies, and many personal growth opportunities for mind, body, and soul.

An Equal Opportunity Employer

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