Client Operations Specialist

Role Overview

• 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

Benefits

• VSP Vision benefits