Client Service Representative

COMPANY OVERVIEW

Daybright is one of the largest independently owned insurance brokerage firms in the country providing a full range of employee benefits, compliance, and HR consulting services, along with retirement solutions for both the private and public sectors. The business was formed in 2008 and today serves over three million participants nationally in the K-12, Corporate and Government markets.

For more information about Daybright, please visit our website: www.daybright.com

Daybright is currently seeking a full-time Client Service Representative to join our Individual Financial Solutions Segment located in Wayne, PA within our Kades-Margolis Corporation team. Be part of a team of thought leaders and seasoned benefits and retirement planning professionals.

JOB DESCRIPTION

Our Client Service Representative will handle all aspects of the Client Services department supporting all product needs. This includes incoming calls from both our Financial Advisors out in the field as well as our clients and internal staff. This position will offer the highest level of service and professionalism to our advisors and clients.

RESPONSIBILITIES

• Answer incoming calls consistently throughout the day from advisors, clients and other internal staff performing all needed research and handling the call through to resolution.
• Answer incoming calls to the assigned advisors’ phone line as that advisor’s assistant and check the advisor’s voicemail periodically throughout the day.
• Process distributions, loans, transfer-in/transfer-outs, mutual fund exchanges and follow-up as needed. Follow up to verify that distributions/loans have been processed.
• Perform account research, billing research and maintain call logs as needed.
• Send prefilled forms using LaserAp to the clients whenever possible. This includes but is not limited to SRAs, distribution forms, loan forms, change forms and requests for distribution.
• Obtain TPA approvals for all KM Capital Programs and assist in helping the advisors with obtaining TPA approvals for other products outside of KM Capital.
• Perform Transfer Tracking to ensure money is coming into KMC in a timely fashion.
• Verify email address, phone number, home address and employer each time you are on the phone with a client to ensure we have the most updated information. In addition, contact clients that we do not have a personal email address with the goal of obtaining one. Process those updates as needed.
• Research and update wrong addresses via statements that are returned as undeliverable.
• Conference call clients in with other carriers including our record keeper if needed and remain on the line to ensure the client’s questions get answered.
• Handle advisor paperwork issues that come back from our broker dealer incomplete.
• Assist with retirement incentive accounts as needed.
• Check advisor incoming mail folder for any client correspondence that can be handled in a timely manner.
• Contact assigned advisors once a week to see if you can assist in any way.
• Refer any client leads to the appropriate advisor in a timely fashion.
• Research EE/ER contribution questions that come from our record keeper daily which includes a weekly report as well.
• Print and mail prospectuses as needed.
• Ongoing projects if and when there is downtime and offer support to other client service representatives experiencing an unusually heavy workload.
• Additional duties and responsibilities assigned as needed.

JOB QUALIFICATIONS

• 2 years of experience in customer service. Financial industry experience a plus.
• Ability to understand, identify and resolve issues.
• Excellent written and verbal communication skills.
• Extreme attention to detail and accuracy.
• Strong ability to multi-task in a fast-paced environment with exceptional organizational skills.
• Proficiency in MS Office, web-based applications, and CRM software.
• This job requires sitting for extended periods, as well as heavy use of phones and computers.