Job Summary:

The Account Support Specialist is responsible for managing client requests, providing exceptional

customer service, as well as supporting the Group Customer Care team in a dynamic insurance

environment. This role involves building and maintaining strong client relationships, ensuring

client satisfaction through effective communication, and addressing inquiries related to insurance

policies.

The ideal candidate is proficient in multitasking, balancing a high level of customer service and proficiency in executing tasks for employer groups, plan administrators and brokers. This role serves as the primary point of contact for work coming into the Group Markets department and is responsible for successful resolution of simple and complex inquiries.

Key Responsibilities:

• Customer Support:
  • Answer inbound calls and emails from clients and brokers.
  • Assisting clients with inquiries regarding their insurance policies, coverage options, and claims processes.
  • Handle inquiries, such as form requests, claims status, contact changes, billing questions.
  • Interact professionally with clear, effective communication and set the appropriate expectations on the timeline of deliverables.
• Issue Resolution:
  • Identifying and resolving customer issues efficiently.
  • Escalating complex problems when necessary.
  • Proactively partnering with internal contacts to facilitate timely resolution of issues presented.
• Documentation:
  • Maintain accurate records of customer interactions, inquiries, and transactions in the system.
• Follow-Up:
  • Ensuring timely follow-up with customers on unresolved issues or pending claims to maintain high levels of service.
• Compliance:
  • Execute transactions in our policy administration system based on the direction and the needs of the client.

Qualifications:

• Bachelor’s Degree and/or equivalent previously related work experience desired.

• Minimum of 2 years’ Group Insurance and/or Voluntary Benefits Insurance experience required.

• Minimum of 2 years’ experience in customer service as well as a minimum of 3 years of general corporate office experience required.

• Intermediate knowledge of Microsoft Office Suite.
  
• 10-Key experience.

Skills:

• Communication: Must be able to read, write and speak English. Must possess excellent written and oral communication skills to work collaboratively across departments.
• Problem Solving Skills: Ability to quickly address and resolve client issues or concerns.
• Attention to Detail: Ensuring accuracy in policy information and documentation.
• Reasoning Ability: Ability to define problems, collect data, establish facts and draw valid conclusions.
• Time Management: Must be able to manage multiple tasks, meet deadlines, and adapt to changing priorities.
• Organizational Skills: Ability to manage multiple tasks, deadlines, and priorities efficiently.
• Analytical Skills: Ability to clearly convey information and listen to client needs.
• Customer Service Orientation: A focus on maintaining positive relationships with both our internal and external partners.
• Relationship Building: Develop trust and rapport with clients to foster loyalty.
• Technical Proficiency: Proficiencies in Microsoft office suite.

Work Environment / Physical Requirements:

The work environment is a standard office setting with typical office equipment. This role involves professional collaboration with colleagues and clients. Responsibilities may involve extended periods of sitting, occasional walking between departments or meeting rooms, and periodic standing, reaching, stooping, and lifting office items weighing up to 25 pounds.