Provide service to the company's clients and their brokers with minimal supervision in a distributed workforce
Handle a high volume of routine to moderately complex issues and inquiries for small market clients
Support client servicing and operations related items, including client implementation, renewals, maintenance, analysis, and problem resolution
Deliver a high level of service to achieve and maintain high client and broker satisfaction levels and support client and member retention
Implement new and renewing clients from start to finish
Determine appropriate group structure, enter data into appropriate systems, install standard rates and products, and issue group welcome notifications and documents within established time frames
Participate in online installation meetings to analyze customer requirements and provide recommendations for structure and membership
Review new and renewing group structure, eligibility, and rates to ensure accurate group billing, reporting requirements, and member benefit availability
Research, resolve and accurately respond to inquiries from clients, brokers, and business partners
Obtain and verify partner (broker) licensing information to ensure commissions records are accurate
Coordinate with business partners to resolve membership/billing issues by conducting audits of company and group files and recommend resolutions
Identify revenue growth opportunities when communicating with clients and brokers and forward leads to sales partners
Manage process for producing documents to compile contracts, including policies, amendments to the contract, 5500 forms, etc.
Requirements
Two to four years’ Customer Service or Account Service experience, or equivalent experience demonstrating the ability to build effective relationships and resolve a variety of issues
Excellent communication and interpersonal skills to effectively communicate with internal and external business partners
Critical thinking and analytical, with a solution-oriented approach to work
Must be detail oriented and accurate
Strong organization and time management skills to prioritize multiple tasks
Proven problem solving, negotiations and decision-making skills
Ability to work well and be comfortable with ambiguity and change
Demonstrate proficiency in MS Office applications
Ability to type 35 wpm
Must be available to work within the full range of division hours of operation