Client Experience Group Manager

Client Experience Group Leader

The primary responsibilities of this position are to lead the assigned Client Experience group for an assigned block of schools on processes and solutions to ensure the efficiency, effectiveness, and reliability of products and services. Collaborates with school administrators and students on proposed solutions to best meet the needs of clients, as well as partner expectations. Ensures all functions regarding waivers, eligibility, enrollment, and customer care are completed within the assigned group. (This includes responsibility for processing new data or changes into the various systems, answering waivers, eligibility and enrollment questions or verifying status, and reconciliation of discrepancies.)

Primary Duties and Responsibilities:

• Ensure all incoming assigned services and tasks are completed in a timely manner.
• Mentor and train group on various service-level tasks and activities, as needed.
• Lead internal group and the universities for adding students, deleting students, making any status changes, etc.
• Lead an internal group and the students regarding waivers, eligibility and enrollment questions, changes, support e-mails, refunds, etc.
• Group service ticket queue monitoring, tracking, and completing (tickets within queue).
• Emergency adds of students.
• Process Renewal Letters.
• Enter and Reconcile payments received from the universities.
• Answer carriers and TPA's questions, such as dates and coverage periods.
• Reconcile Invoices and Discrepancy reports.
• Assist accountants with monthly payments to carriers and schools.
• Reach out directly to schools on any mismatched daily deposits received due to enrollment add/delete changes prior to handing off to accounting team for deposit and process of payment.

Qualifications and Requirements:

• 5+ years of experience in customer service, with 2+ years in a management role.
• Strong leadership and team management skills.
• Excellent communication and problem-solving abilities.
• Proficiency in customer service software and reporting tools.
• Ability to drive process improvements and foster a customer-focused culture.
• Bachelor's Degree preferred.
• Previous customer service and data entry experience preferred.
• Advanced MS Excel training
• PC proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook

Risk Strategies is the 9th largest privately held US brokerage firm offering comprehensive risk management advice, insurance and reinsurance placement for property & casualty, employee benefits, private client services, as well as consulting services and financial & wealth solutions. With more than 30 specialty practices, the firm serves commercial companies, nonprofits, public entities, and individuals, and has access to all major insurance markets. Risk Strategies has over 100 offices and 5,000 employees across the US and Canada.

Industry recognition includes being named a Best Places to Work in Insurance for five consecutive years (2018-2022) and to the Inc. 5000 list as one of America's Fastest Growing Private Companies. Risk Strategies is committed to being good stewards for our company, culture, and communities by having a strong focus on Environmental, Social, and Governance issues.

Risk Strategies is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.