We are adding a Client Service Specialist to our Individual Sales team! The Client Services Specialist's primary responsibility will be to manage the member experience as a form of year-round retention for our broker community. The Client Services Specialist will be accountable for customer and broker satisfaction, problem resolution, and support retention efforts regarding cancellation requests. Bilingual and Multilingual candidates are highly preferred!
Responsibilities:
• Provide top notch client services for designated book of business to be composed primarily of Brokers, Blue plans, MGA's, high worth partners, and high value direct to consumer members.
• Act as liaison between the broker/client and company to resolve escalated operational service issues regarding claims and assistance services.
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• Work with brokers and partners to be extremely responsive to market complaints and public ratings.
• Assist with the bi-weekly bounced premium report for non-VIP members/brokers to collect past-due premium.
• Communicate with brokers/members through phone call and email to provide timely updates and ensure resolution of escalations.
• Participate in internal and external partner management meetings with operational teams to address specific cases and problem trends.
• Provide recommendations and assist in the implementation of procedural and systems changes to ensure delivery of high-quality service and support to the book of business.
• Promote the company's service standards and ensure the assigned book of businesses persistency.
• Develop strong relationships with assigned clients, MGAs, Blue plans, and brokers.
• Other duties as assigned.
Requirements:
• Bachelor's degree or applicable work experience (at least three years health insurance experience as a Client Specialist or Account/Client Manager within the health insurance industry) required.
• Bilingual or Multilingual skills are preferred, but not required.
• Will require a Health & Accident license, which can be obtained within 90 days of hire.
• Strong communication and presentation skills required, including confidence and composure when working with senior level audiences.
• Ability to manage multiple clients/projects/initiatives and associates in a fast-paced organization.
• Effective communications, strong client service and problem-solving skills; flexibility and adaptability to changing priorities and deadlines; ability to work in a team setting.
• Ability to work independently and self-motivate.
• Ability to accept responsibility and have accountability for own actions.
• Ability to perform work accurately, thoroughly, and meet deadlines even under stressful conditions.
• Organizational, dependability, and trustworthiness skills are a must.
• Experience in Microsoft Office Suite (i.e., Word, Excel, Outlook, and PowerPoint) and Internet Explorer, as well as other web browsers.
• Employee is required to have at minimum an internet speed of 75 Mbps (standard high-speed internet access).
Working Conditions:
• Flexibility to work in an office and/or at -home, remote office environment.
• Schedule flexibility is occasionally necessary in this position. Individual may be required to attend key business/departmental meetings and/or perform certain business critical job functions outside of normal working hours.
• Physical Demands: Must be able to communicate internally and externally through receiving and responding to auditory and visual methods.
Competitive base pay starting at $52,073 per year. Compensation is based on prior/relevant experience and skill level in a similar role.
This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.