Senior Client Operations Specialist

Role Overview

• Provide service to our largest, most strategic clients and their brokers.
• Provide support on client servicing and operations related items, including client implementation, renewals, contracts, maintenance, analysis, and problem resolution.
• Consistently deliver a high level of service to achieve and maintain high client and broker satisfaction levels and support client and member retention.
• Participate in online and/or onsite installation meetings to analyze customer requirements, system capabilities, and provide recommendations for structure and membership to support group’s moderate to complex requirements.
• Analyze customer requirements, provide education on company capabilities, and in collaboration with account team, provide recommendations for structure, membership, and billing to support complex group requirements and performance standards.
• 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 in a consistent, accurate, professional, and timely manner.
• Ensure client requirements are documented and communicated.
• Identify, document, and track trends and types of issues that may be symptomatic of larger issues; escalate to the appropriate contacts and work with leadership to develop solutions.
• Identify revenue growth opportunities when communicating with clients and brokers and forward leads to appropriate sales partners.
• Identify at-risk clients and brokers, based on established triggers, and notify sales partners to help retain business.
• Execute and oversee client contract related activities to ensure legal and regulatory requirements are met.

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
• Preferred one year of Client Operations Specialist experience or related
• 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
• Must be available to work within the full range of division hours of operation

Benefits

• Eligible bonuses and commissions