Client Support Specialist

The client support specialist jobs are often the first contact with clients and are primarily responsible for providing effective customer service to clients in response to inquiries, concerns and requests about products and services that are received from a number of communication channels. By using active listening skills, client support specialists will ascertain the reason the client is contacting the company and provide him/her with a resolution resulting in a positive client experience, while building and maintaining relationships. Much of service conducted for clients is that which requires a license or extensive product/service knowledge.

What will you do?

• Serves as an advocate and company representative to improve the overall experience of the client (policyholder, agent, etc.). Serves as a resource to other departments regarding the experience as well.
• Possesses a strong working knowledge and understanding of applicable products, services, possibly systems, as well as procedures of all servicing departments within a particular business area and throughtout the company. Provides assistance to website/mobile app registration, as needed.
• Strengthens their personal knowledge of what back-office tasks are needed, when, and for what duties, and begins to master multitasking and prioritizing those tasks, such as documenting files, preparing and sending letters/forms, and completing process workflows to complete client services.
• Possesses extensive knowledge of (as applicable) policy/coverage interpretation, health benefits of each policy, as well as be able to thoroughly explain or relay information. Stays current and is able to apply state mandates and legislation requirements following the varying plans and requirements of each state.
• Obtains/maintains applicable license(s) and/or designations; continues education as required to maintain the license.
• Acts as seller of products: explains different offerings, writes applications, submits policies to underwriting, and potentially services that customer for the life of the policy. Contacts that customer with new products and/or services offerings as an agent would.
• Receives applications (may be from an incoming client or agent in field) and completes the application process via the phone. Provides quotes and bond coverage on new business applications or assists agents with the development of quotes and illustrations, as needed. Makes changes on existing policies, as needed.
• Handles simple claims with low dollar exposures under the general direction of a supervisor.
• Communicates with involved parties; reviews/determines coverage; investigates, as needed; sets/monitors/revises reserves; and resolves claims, as needed.
• Produces certificates of insurance, as needed.
• Assists agents in navigating agent portals to develop quotes and illustrations to put business on the books.
• Manages large amounts on incoming service inquiries received through a variety of communication channels. Handles or escalates client complaints, directing unresolved issues to the appropriate resource.

Required Qualifications:

• High school diploma or a GED.

PREFERENCES:

• Up to one year of customer service or call center experience.