Client Support Specialist

Overview

Provides timely and courteous service to internal and external clients by researching, analyzing and resolving service requests and complaints. Effectively answers questions related to existing contracts and products providing accurate, detailed and complete information. Accepts and processes payments and other policy transactions accurately and within specified parameters and guidelines. Is expected to utilize critical thinking skills to resolve issues and de-escalate client interactions, escalating to management when appropriate. Provides recruiting and marketing support by maintaining materials, compiling data, and submitting sources for candidate recruiting and lead opportunities. Partners with Agency and Sales Management teams to support the overall goals of the office. Works with minimal supervision and is makes an established range of decisions.

Responsibilities

• Provides professional and courteous service to internal and external clients; makes independent decisions regarding client requests and resolution of client concerns recognizing when to escalate situations to management as necessary. Reviews, researches and resolves policy data to satisfy inquiries received via inbound and outbound phone interactions, written correspondence or walk-in office visits. Collaborates with various departments as needed and escalates to management when necessary.
• Supports the Agency by identifying marketing and recruiting event opportunities. Identifies cross-selling opportunities and submits potential sales leads during client interactions and within natural markets utilizing tailored approaches. Maintains updated and compliant marketing materials and supplies to support Financial Reps’ and Agency business needs.
• Champions proactive client retention processes by identifying client’s suggestions for improvement and making recommendations to management. Facilitates the conservation program by contacting the client for payment options and partnering with sales associates and management to conserve policies.
• Maintains accurate information and documentation within various systems including I3 phone systems and Customer First Platform, as well as product information and procedural knowledge.
• Works closely with Operations and Support Supervisor to support the needs of other offices within the Agency, plans ahead to accommodate changes in workload while minimizing the risk of impact to service levels, goals or objectives.
• Fosters a culture within the Agency that promotes open communication, integrity, professionalism, teamwork and a sense of urgency.
• Prepares and delivers bank deposit transactions to assigned branch and balances office cashbook and bank account accurately per premium processing guidelines.
• Performs other duties as assigned by management.

Qualifications

• Possesses excellent verbal and written communication skills with the ability to successfully interpret and communicate business needs between field and home office in a clear and concise manner.
• Demonstrated experience in customer service, identifying client problems/issues, providing and initiating effective solutions. Able to effectively articulate information to clients in an empathetic and understanding manner to resolve customer concerns/inquiry.
• Ability to prepare correspondence, reports, and forms using a prescribed format. Experience must include strong telephone communication and etiquette skills.
• Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations.
• Demonstrated ability coordinating multiple assignments and completing assigned tasks accurately and on a timely basis, including managing large amounts of diverse information and documentation.
• Possesses and displays a strong attention to detail.
• Demonstrated ability to effectively interact and communicate with all stakeholders.
• Must provide examples from work experience demonstrating commitment to accuracy associated with high volumes of work and/or multiple duties with flexibility to meet department and customer needs.

Work Setting

• Works in an office setting and frequently requires being in a stationary position for long periods of time while working at a desk, on a computer, or with other standard office equipment.
• This position will frequently move around the office to access file cabinets, office machinery, etc. While accessing file cabinets, this position will frequently use upper extremities to reach by extending hands and/or arms in any direction.
• Performs frequent movement of wrists, hands and fingers for continuous computer work.

Educational Requirements

• Some college or commensurate experience preferred.

Computer Skills and Knowledge of Hardware & Software Required

• Working knowledge of word processing, spreadsheet and database applications.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.)

• None

Position Demands

• Extended hours required during peak workloads or special projects.
• Reliable transportation.
• Willingness to travel as needed and occasionally to areas outside the territory normally assigned.