About the job

Company Description

Insurance for Students (IFS) is changing the student health insurance landscape by redefining what you should come to expect from your traditional student health insurance plan. Our holistic approach will be customized to your institution with a long-term goal in mind that includes prevention through education, outreach programs, and maintaining the cost of your health insurance. We provide our clients with insurance programs aimed at increasing student retention by focusing on mental health and wellness benefits. Our clients have an account management team which includes our senior executives. With decades of student health insurance experience and are hands-on when it comes to our clients getting the most out of their insurance programs.

Role Description

This is a full-time on-site role for a Customer Service/Account Management position located in Springfield, MA. As a Customer Service/Account Management representative, you will be responsible for providing excellent customer service and building strong relationships with clients. You will be the main point of contact for clients and will assist them with any inquiries, issues, or concerns they may have. You will also be responsible for managing client accounts, ensuring their satisfaction, and identifying opportunities for upselling and cross-selling insurance products and plans.

Responsibilities

• Handle incoming calls and respond to student issues.
• Follow up with insurance carriers and clients on billing/invoicing matters and remittance.
• Resolve customer complaints, concerns, and escalations with empathy and efficiency.
• Help develop marketing materials for clients
• Collaborate closely with other departments to ensure seamless customer experiences.
• Review and assist with completing Requests For Proposals (RFP) for submission.
• Build and maintain strong relationships with clients - understand the client's needs.
• Communicate effectively to ensure that client expectations are understood and met.
• Identify opportunities to provide additional products or services that meet the client's needs.
• Collaborate with internal teams to ensure the delivery of products or services meets client expectations.
• Collaborate with the sales team to explore new business opportunities within existing accounts.
• Collaborate with cross-functional teams such as sales, marketing, customer support, and product development.
• Provide regular reports to clients on the status of projects or services.
• Use analytics to assess strategies' effectiveness and identify improvement areas.

Qualifications

• Bilingual – can speak Spanish fluently
• 2-3 years experience in an office setting
• Typing skills
• Ability to perform multiple tasks
• A proven track record in meeting and exceeding goals
• Excellent verbal, written, spelling, grammar, and interpersonal communication skills
• Must be organized and detail-oriented with excellent follow-up skills
• Excellent work ethic
• Strong communication skills
• Must have adaptability and flexibility to contribute to the organization's growth
• Open to learning new skills and techniques
• Knowledge of Microsoft Office programs
• Ability to learn customary marketing software programs

Employee Benefits

• 10 Paid holidays per year
• Health insurance, dental, 401K
• 15 Days paid time off

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Travel requirement:

• No travel

Work Location: In person