Job description
The Client Contact Representative serves clients by providing product and service expertise to client requests or concerns to help maintain a high client retention level. The Client Contact Representative will be responsible for managing multiple modes of communication in a timely manner which include incoming calls, emails, and website requests. This position will require a comprehensive understanding of our customer service policies and know when issues need to be escalated to management for resolution. All interactions require a high level of professionalism to uphold the firm’s positive reputation.
POSITION SUMMARY:
- The Client Contact Representative serves clients by providing product and service expertise to client requests or concerns to help maintain a high client retention level. The Client Contact Representative will be responsible for managing multiple modes of communication in a timely manner which include incoming calls, emails, and website requests. This position will require a comprehensive understanding of our customer service policies and know when issues need to be escalated to management for resolution. All interactions require a high level of professionalism to uphold the firm’s positive reputation.
PRIMARY RESPONSIBILITIES:
- Maintains a concern for timeliness and completeness when interacting with clients, brokers or insurance company partners to create a positive experience.
- Documents all activity in on-line client file to ensure quality and responsiveness.
- Personally, provides prompt, efficient, high-quality service to all client.
- Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem.
- Attracts potential customers by answering product and service questions. Makes suggestions about other products and services based on client needs.
- Maintains a quality result by following established procedures and making recommendation for changes.
- Open, cancels and updates client policy information based on requests received
EDUCATION AND EXPERIENCE REQUIREMENTS:
- Experience (years and type of experience): None required; 2 years in a client contact center preferred
- Certification(s): None required; None preferred
- License(s): None required; None preferred
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- The ability to learn insurance products and grow in product knowledge.
- The ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms.
- Bilingual in English and Spanish preferred.
- Capable of multi-tasking and prioritizing workloads while adhering to deadlines.
- The ability to interact and communicate effectively in a team environment to share knowledge and manage workflows.
- Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture
TECHNICAL, COMPUTER, AND SYSTEM-SPECIFIC SKILLS REQUIRED:
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Ability to learn any other appropriate program or software system used by the firm as necessary
OTHER REQUIREMENTS:
- None
SPECIAL WORKING CONDITIONS:
- Fast paced multi-tasking environment
IMPORTANT NOTICE:
- This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodations to applicants and colleagues who need them for medical or religious reasons.
#LI-MF1
#LI-REMOTE
PRIMARY RESPONSIBILITIES & PERCENTAGE OF TIME PER PRIMARY RESPONSIBILITY:
- Maintains a concern for timeliness and completeness when interacting with clients, brokers or insurance company partners to create a positive experience.
- Documents all activity in on-line client file to ensure quality and responsiveness.
- Personally, provides prompt, efficient, high-quality service to all client.
- Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem.
- Attracts potential customers by answering product and service questions. Makes suggestions about other products and services based on client needs.
- Maintains a quality result by following established procedures and making recommendation for changes.
- Open, cancels and updates client policy information based on requests received
MANAGEMENT AND SUPERVISORY SCOPE:
- Insert
FINANCIAL AND BUDGET ACCOUNTABILITY:
- Yes/No
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