Client Management Representative

We have an immediate need for a Client Management Representative to join our dynamic team!

• Receives incoming inquiries and service opportunities and determines the intent of groups, brokers and regional sales representatives for the Insurance Solutions Division.
• Client management services include research and root cause resolution of customer inquiries regarding web on-line services, billing/premium, enrollments, eligibility and contractual interpretation, implementation, inforce administration, commissions, renewals, and amendments.
• Evaluates all customer interactions with groups, brokers, and regional sales representatives and determines the appropriate course of action that will resolve and manage the issue in a timely manner while meeting customer expectations.
• Demonstrates the ability to provide quality and thorough customer service.
• Provides excellent customer service recovery, to include turning complaint/error situations into an advantage and using every contact as an opportunity to provide a positive customer experience.
• Professionally communicates with group administrators, brokers, and regional sales offices through verbal (including in person), written, and /or email communications to provide thorough verification, interpretation and resolution issues on new and inforce cases on a daily basis.
• Trains by providing explanations to group administrators, brokers, and regional offices regarding contract interpretations, eligibility, premium audits, enrollments, out of contract requests, and Evidence of Insurability issues.
• Demonstrates good organizational and analytical skills.
• Interacts with all internal business unit areas as necessary to coordinate efforts to resolve issues.
• Responsibilities could include processing real time changes with the customer on the phone, making proactive service calls including but not limited to, selling web on-line services and obtaining missing information.
• Delegates complex/escalated service issues received via phone/email to Service Team Lead for handling.
• Functions as a true extension of regional group offices by helping increase sales through customer satisfaction and building customer loyalty.

Education/Experience/Skills:

• College degree or equivalent work experience.
• One to three years of experience in insurance industry and/or service industry.
• Requires multiple automated system skills, telephony, and client management skills.
• Ability to work under pressure to handle multiple issues and call volumes, problem solve independently and to meet deadlines.
• Ability to prioritize and organize multiple tasks.
• Effective at handling conflict.
• Excellent oral and written communication skills including email, phone and face-to-face interactions.
• Regular and predictable attendance is required.

Core Competencies:

• Results - Consistently completes assigned tasks and meets deadlines exceeding expectations of supervisor. Analyzes problems and makes well-reasoned, sound decisions. Plans, organizes and prioritizes workload to make best use of resources. Displays drive and initiative. Leads change and can translate business strategy into specific goals.
• Customer Focus - Viewed as a business partner by the customer. Able to independently anticipate and act upon internal and external customer needs. Deals effectively with changes in priorities, unexpected events or unanticipated demands. Delivers service that consistently exceeds quality standards.
• Communication Skills - Candid, clear and concise in communication. Effectively matches style, tone and method to audience. Listens and often asks appropriate questions when necessary. Communicates information to others in a positive and professional manner. Exemplifies confidence when communicating with all levels of management.
• Teamwork - Accepts responsibility as a team member and works to create high morale. Actively attentive to the concerns of others and the development of their potential. Interacts successfully with people of all levels. Effectively delegates work and responsibility to achieve positive results.
• Job Knowledge - Outstanding knowledge in job and/or department. Constantly strives to gain additional expertise. Seeks out assignments or opportunities to broaden or strengthen skills. Uses knowledge in a creative and effective manner. Inspires others to stay current in technical expertise.