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

Work Setting

Educational Requirements

Computer Skills and Knowledge of Hardware & Software Required

Certifications & Licenses (., Series 6 & 63, CPA,

Position Demands