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

• Act as first point of contact for routine client, insurer or broker enquiries received via email, telephone or client portals
• Provide accurate, clear, and professional responses in line with approved processes and conduct standards
• Ensure all client interactions are appropriately documented in relevant systems
• Assist the Quality Team Leader with logging and tracking complaints, concerns or service feedback across all business regulated by FCA/ICB/DOI regulations.
• Respond to routine queries relating to policy administration, claim status updates or service processes and documentation, promptly and professionally
• Update central location for client contact details, contracts, service levels, and correspondence logs for Global Quality teams
• File and manage client documentation (contracts, SLAs, consent forms) as required with supervision from Team Leader or Line manager
• Ensuring timely hand-off to complaints handling teams
• Ensure records comply with data protection and confidentiality requirements (e.g. GDPR)
• Support audit, compliance, or regulatory information requests involving client data
• Support root cause analysis by maintaining clear records and timelines
• Support delivery of agreed service standards and SLAs
• Monitor trends in client queries or recurring issues and escalate complex issues as necessary to senior colleagues
• Contribute to client satisfaction initiatives (e.g. surveys, follow-ups)
• Flag risks to client relationships or service quality to senior colleagues
• Complete and register all Financial Ombudsman Service (or any other regulatory body) file requests and assist in preparation of said files for review readiness
• Communicate with underwriters, customers, regulatory bodies internal teams regarding ongoing complaints and ensure all relevant parties are kept updated as required
• To carry out any other tasks for which adequate training has been provided, at short notice, as agreed with line manager or other members of the management team.
• Share feedback and recommendations with relevant managers on process and training
  
  

Qualifications

• 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
  
  

Preferred Skills

• 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
  
  

PERKS

• Comprehensive benefits package including Medical / RX / Dental / Vision / Life insurance
• 401k Plan with company match
• Paid Time Off and Company Paid Holidays
• Free employee parking
• On site fitness center
• Casual dress environment
• Tuition reimbursement plan