Client Service Specialist

The Client Service Specialist acts as a liaison between the company and its clients, in addition to assisting with the process, timeline, requirements, tracking new business and basic onboarding. A Client Service Specialist also assists our life and health sales agents to ensure a high-level of customer service. They manage client inquiries by phone and email, maintain records, address non-major client complaints and retention. Main focus is post-sales care.

Tasks:

*Nurture Life Business
-Track pending life cases and help sale agents facilitate pending cases to completion (email/call clients for required info, provide requested info to insurance carriers and keep our sales agents up to date)
-Direct clients to connect with sales agents for any rate changes

*Nurture Health Business
-Setup payment
-Review Health Sherpa requirements after effective date
-Help facilitate open enrollment by ensuring health policies get placed (tracking new policies, call/email clients, verifying agent of record, etc.)
-Review commission payments
-Assisting with day-to-day client needs/questions
-Quality control (reviewing notes for completion and checking of correct stage, verifying new policies to be uploaded)

*Case Service Manager
-Communicate with Carriers
-Forward any client complaints to the CEO
-Follow-up with clients regarding underwriting requirements
-Track life cases written progress
-Email the carrier’s case manager on client’s underwriting requirements
-Order Exam if needed thru APPS or ExamOne
-Policy servicing (change banking information or conduct basic policy changes with service forms)

*Onboarding New Clients
-Take clients through the company brochure
-Provide clients with an overview of the website
-Explain products and services
-Get referrals and cross sales
-Request for Google reviews
-Handle basic Social Media Marketing

*Servicing
-Answer phones
-Book appointments
-Add necessary info to Better Agency
-Refer them to the appropriate department
-Work closely with agents

Qualifications and Requirements

*Minimum 3+ years of customer service experience
*Minimum 2+ years of experience dealing directly with US clients
*Knowledge and background in the US insurance industry is a big plus
*Bachelor’s degree is a big-plus but not required
*Administrative-heavy experience preferred (emails, knowledge using MS Excel or Google Sheets, scheduling follow-ups, calendar management, etc.)
*Excellent English communication skills (both verbal and written).
-Must be able to efficiently and effectively communicate with our clients and sales agents.
-Ability to compose emails with no grammatical errors.
-Ability to actively listen to instructions and client concerns.
*Excellent problem solving skills
-Ability to comprehend client concerns
-Ability to probe to get to the root of the issue/concern
-Ability to ask for assistance when needed
*Excellent customer service skills
-Ability to create lasting relationships with our clients
-Ability to nurture our existing relationships and develop new ones.
-Ability to ensure client satisfaction and retention.
*Product knowledge
-Ability to excel during all stages of training from onboarding to product training and continuous training
*Multitasking
-Ability to organize a workflow throughout the day to ensure efficiency when handling clients and communicating with agents
*Optimism
-Ability to get through day-to-day tasks with care for our clients and our agents.