Client Service Specialist

Company:

Description:

Job Summary

Build and maintain professional rapport with clients, vendors, and teammates by providing superior internal and external service support. Provide and/or coordinate the delivery of products and services to the client, other client service team members, and Producers.

Essential Duties and Responsibilities

The following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

·      Prioritize and process new and renewal business within timelines and quality standards, including updating and maintaining information in the client management system.

·      Analyze client needs through research, determining appropriate course of action, recognizing potential problems, and escalating as appropriate.

·      Provide clients with timely information including plan information, rates, contributions, and carrier contacts.

·      Set up policy notebooks for delivery to the client; assemble proposals and other presentations for client and prospect meetings.

·      Demonstrate positive, motivated behavior by providing support and seeking guidance through teamwork and communication.

·      May be asked to lead a team of client service representatives as a mentor, guide, and/or trainer based on office needs and teammate requirements.

·      Assist in preparation of new and renewal proposals, stewardship reports, service plans, and comparisons; demonstrate creativity in presentation style.

·      Support service and production teams in reaching overall agency revenue and retention goals.

·      Maintain daily client processing functions such as endorsements, policies, audits, pending cancellations, and ID cards.

·      Assist with all aspects of marketing, as needed.

·      Assist clients with direction or implementation of appropriate internal resources, including but not limited to McGriff Employee Benefit Solutions (MEBS).

·      Take, report, and monitor claims (if applicable).

·      Document member and client communications in the client management services tool according to department standards.

·      Prepare presentations, spreadsheets, direct bill documentation, accounting discrepancy communications, and other materials based on the needs of the internal team and clients.

·      Assist clients with claims resolution.

·      Participate in company-sponsored seminars, training workshops, and webinars to enhance industry knowledge and education.

·      Perform other duties and responsibilities as assigned by management.

Qualifications

Required Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·      Assignment based primarily on the individual’s minimal level of experience and production capacity to service a midsize book of business.

·      High school diploma or equivalent.

·      Demonstrated proficiency in computer applications such as Microsoft Office Suite.

·      Strong organizational and project management skills.

·      Strong communication and interpersonal skills (written and verbal).

·      Act with responsiveness, urgency, and professionalism in all matters.

·      Prioritize work to achieve timely completion of the most critical and sensitive activities.

·      Respond quickly to client requests and provide appropriate information.

·      Accept accountability for the quality of work.

Preferred Qualifications

·      3-5 years of industry-specific experience.

·      LOB designations.

·      College degree or advanced degree.

Work Environment and Physical Demands

·      Ability to use a computer keyboard and sit in a stationary position for extended periods, as well as use office equipment such as fax machines, copy machines, and telephones.

·      Work is performed in a typical interior/office work environment.

·      Occasional travel to client sites may be required, usually within driving distance.

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