Global Quality Client Relations Administrator

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®

We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers. 




 

JOB DETAILS

• Location:  Flexible work options: Located in Indianapolis, IN. Remote and Hybrid schedules available
• Schedule: Mon-Fri between the hours of 0800 - 2000 
• Relocation Expenses Reimbursed:  No
• Qualified candidates must be legally authorized to be employed in the United States. IMG will not be providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position.

JOB SUMMARY

The Global Quality Client Relations Administrator role is a customer-facing and coordination role, managing the intake and recording of internal and external customer concerns, escalations or complaints and provide necessary customer support and acting as a bridge between clients and internal teams.  A key part of the role is to provide high quality administrative and client support within the Global Quality team so as to ensure a smooth, professional and consistent customer experience whilst maintaining accurate records and documentation.

The role will work closely with the Team Leader to monitor all customer inquiries, complaints and assist the Quality Assurance Specialists in effective resolution within the appropriate timeline.  The organization depends on this person’s ability to handle a high volume of work as well as managing multiple tasks simultaneously.  The Client Relations Administrator is responsible for operating with short deadlines whilst assisting the QA Specialists in matters of high complexity and ambiguity. 

Taking appropriate steps, escalating any urgent or time sensitive complaints and maintaining proper documentation of all complaints so IMG can analyze and track the trends. This analysis will be shared with the executive teams to improve the customer journey.



 

DUTIES AND RESPONSIBILITIES

• 3-5 years’ experience in a similar role and or general administrative experience in an insurance regulated environment
• Excellent communication skills, with the ability to effectively interact with customers, team members, and senior management
• Attention to detail and good interpersonal and customer service skills with ability to follow complex instructions
• Enthusiastic, self-motivated with a ‘can do’ attitude
• A sound working knowledge of Microsoft Word, Outlook and Excel is a requirement.
• The ability to work under pressure as part of a close-knit team and manage multiple priorities and deadlines
• Excellent organizational skills, including the ability to prioritize workload and use own initiative.
• Basic understanding of contracts, SLA’s or insurance regulated environments

• Previous experience handling regulated correspondence e.g. financial services, insurance services
• Knowledge or understanding of regulatory requirements related to complaints handling, such as GDPR or HIPAA
• Exposure to claims, complaints or client servicing
• FCA Conduct Rules awareness

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

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