Lead Client Service Representative

Who We Are: 

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

 

Position Summary:

The Lead Client Service Representative will work as a critical member of the Client Services Team, leading/supervising the CSR Team and working with the Account Manager team. The Lead CSR will also manage complex client accounts by utilizing excellent, in-depth knowledge of company services.  The Lead CSR will ensure that the CSR department provides effective customer support service for all internal and external customers/clients

Essential Duties and Responsibilities:

External:

• Be an active member of the Extended Leadership Team (ELT) including but not limited to:
  • Being present and participating in annual Strategic Planning Offsite Meetings
  • Drafting departmental goals using Goal Implementation Plan templates, PowerPoint, Word, etc.
• bSwift knowledge and expertise at a level of being able to assist clients effortlessly.
• Assist in training new CSR’s and/or Account Managers to ensure comprehensive learning of bSwift and other relevant CSR-related software, tools, etc.
• Working closely with Account Managers in support of clients
• Identifying, leading and/or participating in continuous improvement/Kaizen events to improve processes, procedures, etc. within the CSR department
• Proficiency with carrier’s various web-based systems
• Overall knowledge of the organization and its specific departments and how they work together
• Knowledge of Customer Service procedures
• Receive and enter group enrollment changes, adds or terminations
• Assist in file maintenance for corrections to client files and/or client employee data
• Handle irate customers in a professional manner
• Other projects/duties may be assigned to meet business needs

Internal:

• Provide administrative support in compliance, enrollment, bswift and billing.
• Provide compliance support of various mailing and filings
• Maintain internal databases
• General clerical assistance
• May perform personal executive secretarial services under limited direction
• Responsible for reception and telephone duties, including signing for front office packages
• Other duties may be assigned to meet business needs

Knowledge, Skills, and/or Abilities:

• Strong customer orientation
• High performance teams and a strong team player
• Commitment to company values
• Proficiency with Microsoft Office and Outlook
• Must have knowledge of secretarial, office administrative procedures, and knowledge of use and operation of standard office equipment, at a level generally acquired through 1+ years related experience
• Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy

Education and/or Experience:

• High School Diploma or GED required
• Two to three years of experience in a customer service environment required (benefits/insurance experience preferred)

 

What We Offer:

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $52,000 to $92,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

 

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.