About

• Description

Who we’re looking for

• Are you a persuasive communicator with a passion for helping others? We’re looking for a motivated and client-focused Lead Conversion Specialist to join our growing team. In this role, you will be the first point of contact for potential clients, introducing our services, building rapport, answering questions, and guiding them through the early stages of engagement.
• This position plays a critical role in shaping a positive first impression, converting leads into active clients, and supporting our mission of delivering high-quality service with empathy and professionalism.

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 the company's requirements to move the client forward with our services, requiring extraordinary attention to detail. As the Lead Conversion Specialist, I must be able to implement and support change, promote a positive team attitude, and effectively respond to unexpected changes or demands.
• Requirements
• Key Responsibilities
• Initiate outbound communication with assigned leads via phone and email.
• Present a compelling overview of the company and services offered.
• Build rapport with potential clients by actively listening and empathizing with their needs.
• Address inquiries, set realistic expectations, and communicate the value of our services.
• Effectively overcome objections through education and persuasive dialogue.
• Request and collect initial client documentation; verify accuracy and completeness.
• Maintain and update client profiles and communication logs in the CRM system.
• Validate client readiness to proceed in the workflow and ensure compliance with initial requirements.
• Support Case Managers by assisting with document collection and data entry tasks.
• Participate in monthly verification projects and other assigned initiatives.
• Consistently meet or exceed performance metrics, including productivity and quality standards.
• Complete additional duties as assigned by leadership.
• Key Competencies & Skills

Communication

• Exceptional verbal communication and professional phone etiquette. Strong written communication for emails and client notes.

Sales & Persuasion

• Confident in presenting services and overcoming objections with a value-focused approach.

Client Service

• Empathetic and customer-focused with a genuine interest in helping people.

Organization

• Strong ability to manage tasks, follow up consistently, and handle documentation with accuracy.

Technical Proficiency

• Comfortable navigating CRMs, email platforms, and Microsoft Office (Word, Excel, Outlook).

Adaptability & Initiative

• Quick to learn and eager to adapt to new tools, processes, and client needs. Self-starter who thrives on taking the initiative.

Team Collaboration

• Willing and able to support cross-functional teams by providing accurate documentation and communication.

Professionalism & Compliance

• Maintains confidentiality, demonstrates integrity, and adheres to all company policies and ethical standards.

• Education & Experience
• High school diploma or GED required; associate degree or higher preferred.
• Minimum of 1 year of experience in sales, customer service, or a client-facing role.
• Experience or familiarity with the VA claims process is a plus.

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.